Senior Technical Support Specialist

About PracticeTek Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go! We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together. At PracticeTek, you’ll get to: · Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. · Team up with passionate, talented people who care deeply about patients, providers, and making a difference. · See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. · Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. Why You’ll Love It Here · As part of the TekTribe, you’ll enjoy: · Comprehensive health, dental, and vision coverage options · Wellness benefits that support lifestyle, behavioral health, and overall wellbeing · Flexible paid time off, sick time, and 10 company-paid holidays · 401(k) plan with company match to help you build your future · Culture Committee driving initiatives that spark connection, fun, and belonging · A workplace powered by innovation, collaboration, and energy every day About Doctible · Doctible is on a mission to reimagine the patient experience from start to finish. As part of the PracticeTek family, we give healthcare practices the tools to connect with patients in ways that feel simple, seamless, and human. From online scheduling and two-way texting to reputation management, reminders, and surveys, our platform makes every interaction effortless. The result? Happier patients, stronger practices, and providers who can focus more energy on delivering outstanding care. What You’ll Do Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: · Advanced Customer Onboarding & Technical Implementation: Lead complex customer onboarding and deployment activities, including advanced configurations, multi-location implementations, custom workflows, and integration readiness. Evaluate customer environments and recommend best practices to ensure scalable, secure, and reliable implementations. Improve onboarding documentation, deployment standards, and technical playbooks that reduce implementation time and improve consistency. · Advanced Technical Support & Escalation Management: Serve as the primary Tier 2/Tier 3 escalation resource for complex technical issues, integrations, APIs, website functionality, and platform performance. Perform root cause analysis through logs, system diagnostics, and cross-platform troubleshooting while driving timely resolution. Lead technical communications during high-impact customer incidents and coordinate resolution across internal teams. · Technical Operations & Continuous Improvement: Identify recurring technical issues and implement scalable solutions that reduce support volume and improve customer outcomes. Develop and maintain knowledge base articles, troubleshooting guides, runbooks, automation opportunities, and support documentation. Leverage AI and automation tools to improve support efficiency, reduce manual effort, and enhance customer self-service. · Cross-Functional Partnership: Partner closely with Product, Engineering, Customer Success, Sales, and third-party integration partners to improve product quality, deployment readiness, and customer experience. Use Salesforce, Asana, and Jira to document customer issues, track work, manage escalations, and support cross-functional visibility. · Technical Leadership & Team Enablement: Act as a technical mentor and subject matter expert for the Technical Support team. Coach team members on troubleshooting methodology, customer communication, and technical best practices. Review complex technical work and contribute to team readiness through documentation, training, and process improvements. · Website & Platform Configuration: Lead advanced website configurations and customizations for customer implementations. Recommend improvements to templates, automation, and deployment standards that improve consistency and reduce implementation effort. How Success is Measured Here’s how we’ll know you’re making an impact and raising the bar: · Tier 2/Tier 3 escalations resolved within established service levels · Improved First Contact Resolution (FCR) and reduction in repeat escalations · Strong Customer Satisfaction (CSAT) and technical support quality scores · Successful onboarding and implementation timelines for complex customers · Reduction in recurring technical issues through root cause resolution · Growth and improvement of knowledge base articles, troubleshooting documentation, and runbooks · Adoption of automation, AI, and scalable support practices · Website implementation quality and on-time delivery · Team enablement through mentoring, training, and technical leadership What You Bring Your unique talents are what make you shine. For this role, success looks like: · 5+ years of experience in technical support, IT support, SaaS operations, systems administration, or a customer-facing technical role · Strong diagnostic and problem-solving skills, including experience analyzing logs, API calls, system behavior, or integration flows · Experience troubleshooting APIs, integrations, authentication, and web-based platforms · Ability to translate complex technical issues into clear explanations and action steps for both technical and non-technical stakeholders · Experience deploying software in customer environments and troubleshooting installation, configuration, or integration challenges · Experience using Salesforce, Asana, and Jira to manage customer issues, track work, document escalations, and collaborate cross-functionally · Excellent communication skills across written, verbal, and customer-facing formats · Proven ability to manage multiple high-impact priorities with minimal oversight · Ability to balance technical depth with exceptional customer communication · Experience supporting SaaS integrations involving APIs, middleware, databases, or system-to-system communication · Hands-on experience building or customizing websites using WordPress, Squarespace, or similar platforms · Experience with HTML, CSS, JavaScript, or other web technologies · Previous mentorship or lead experience within a technical support organization · Experience leveraging AI tools to improve troubleshooting, documentation, support workflows, or customer self-service Ready to Join? If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better.Together. The Fine Print (That Really Matters) At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $23/hr. - $28/hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable. This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.