Application Support Specialist

@ Swooped

About Swooped

Our client Swooped is a cutting-edge AI-powered solution for dentistry developed by business operators, engineers, AI scientists, and clinicians spun out of MIT. Their vision is to diagnose a billion people globally, currently aiding thousands of dental clinicians with faster diagnoses, lower operating costs, and improved patient care.

About The Role

The Application Support Specialist will be the go-to expert supporting customers through their AI-powered dental care journey, working closely with the Customer Success team to ensure every user receives timely and effective support. This role demands a fast learner with strong empathy who thrives on resolving technical challenges in a fast-paced environment.

Key Responsibilities

• Deliver tier 1 and tier 2 support via phone and email.
• Troubleshoot technical and user-facing issues; escalate complex bugs or feature requests.
• Triage the support queue and manage ticket workflows while monitoring SLA response times.
• Analyze support trends to improve processes, product, and documentation.
• Create and maintain internal and external support documentation.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams.

Required Qualifications

• 2+ years of SaaS technical support experience, preferably in a startup environment.
• Exceptional customer service and complex technical issue resolution skills.
• Strong documentation, multitasking, and organizational capabilities.
• Calm, analytical, and methodical problem solving with effective communication.
• Experience with cloud-based/web application support, CRM, ticketing tools, SQL, and system logs.
• Exposure to dental field is a plus.

Key skills/competency

Application Support, Technical Support, SaaS, Troubleshooting, CRM, SQL, Documentation, Customer Success, Ticketing Tools, Collaboration