Application Support Specialist

About Us:

VideaHealth is a cutting-edge AI-powered solution for dentistry, developed by a team of business operators, engineers, AI scientists, and clinicians spun out of MIT. Our vision is to be the first company to diagnose a billion people globally. Our product is already used by thousands of dental clinicians to improve the quality of care through faster diagnoses, lower operating costs, and improved patient understanding.

About the Position:

VideaHealth is looking for an Application Support Specialist. In this role, you’ll be the go-to expert supporting our customers throughout their AI-powered dental care journey. You’ll partner closely with the Customer Success team to ensure every VideaAI user receives timely, thoughtful, and effective support. You’re a fast learner, empathetic, and thrive on resolving technical challenges in a fast-paced environment. If this sounds like you then we’d like to meet you!

Key Responsibilities:

• Deliver tier 1 and tier 2 support to end users via phone and email

• Troubleshoot technical and user-facing issues; escalate complex bugs or feature requests to Product or Engineering as needed

• Triage the support queue and manage day-to-day ticket workflows

• Monitor SLA response times and drive improvements when bottlenecks occur

• Analyze support trends to inform process, product, and documentation enhancements

• Create and maintain internal and external support documentation

• Collaborate cross-functionally to resolve client-reported bugs and installation issues

• Collaborate with both Product and Engineering to ensure all reported client bugs or installation issues

• Maintain a strong understanding of VideaHealth products and workflows

• Support the Customer Success team on technical deliverables and escalations

Requirements:

Functional

• 2+ years of demonstrated SaaS technical support experience, ideally in a startup or high-growth environment.

• Proven ability to deliver exceptional customer support and resolve complex technical issues

• Strong documentation, multitasking, and organizational skills

• Analytical and methodical problem solver; calm under pressure

• Comfortable navigating ambiguity and shifting priorities

• Quick learner with the ability to become a product expert

• Effective communicator and team player with strong self-direction

• Experience in the dental field is a plus

• Ability to be hybrid in Boston office

Technical

• Experience troubleshooting cloud-based or web application issues

• Proficiency with CRM and ticketing tools (e.g., HubSpot, Zendesk, Salesforce, Jira)

• Experience writing SQL queries and interpreting system logs

• Comfortable using tools such as Slack, Google Workspace, Confluence, and other collaboration tools

VideaHealth is supported by some of the best investors in the world, having raised over $67M in Venture Capital from Tier 1 investors such as Spark Capital (Twitter, SnapChat, SmileDirectClub), Zetta Venture (Kaggle), and Pillar VC (PillPack), as well as angel investors such as Frederic Kerrest (Co-founder of Okta). Our work has been featured in TechCrunch, Wall Street Journal, and many other outlets.

VideaHealth is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

If you want to join a breakthrough healthtech company and help accelerate its impact and growth, we encourage you to apply for this exciting opportunity!