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Support Engineer

Lahore, Pakistan

Lead the future of dental care. 

Overjet is the global leader in dental AI. Already, thousands of dental providers and insurers rely on our platform to deliver the best possible care. Now, we’re looking for talented people to fulfill our mission: improve oral health for all.

Overjet is where builders become leaders. Everyone here loves to make new things: new products, new partnerships, new content, and a new category of AI technology. And as Overjet grows ridiculously fast, so will you.

Simply put, there’s no better place to accelerate your career. Come join us!

The Role

We are seeking a dedicated and experienced Support Engineer for an offshore role. The ideal candidate will have a solid technical background, coupled with exceptional communication skills and a passion for delivering outstanding customer service. If you have a strong aptitude for troubleshooting, a background in SaaS, and are familiar with Google applications, cloud platforms, and SQL, we encourage you to apply.

If you are looking to join a dynamic team and have the experience and expertise required for this position, we encourage you to apply. This is an exciting opportunity to join a forward-thinking and innovative organization and make a meaningful impact in the customer support field.

Responsibilities

  • Customer Interaction:
    • Interacting with customers to understand and troubleshoot technical issues they are facing.
    • Providing prompt and courteous responses to customer inquiries through various channels (email, phone, chat, ticketing system).
  • Technical Troubleshooting:
    • Diagnosing and resolving technical hardware and software issues.
    • Investigating and troubleshooting complex technical problems escalated by customers.
  • Product Expertise:
    • Developing and maintaining a deep understanding of the company's products or services.
    • Providing guidance on product features and capabilities to customers.
  • Documentation and Knowledge Base:
    • Documenting troubleshooting steps and resolutions accurately.
    • Contributing to the creation and maintenance of knowledge base articles and support documentation.
  • Issue Escalation:
    • Escalating unresolved issues to the appropriate internal teams (such as engineering or development) and following up to ensure resolution.
  • Customer Training and Support:
    • Conducting training sessions or creating user guides to help customers better utilize products.
    • Assisting customers with product setup, configuration, and integration.
  • Quality Assurance:
    • Participating in testing new product releases and updates to identify and report bugs or issues.
    • Providing feedback to the product development team based on customer interactions and experiences.
  • Team Collaboration:
    • Collaborating with cross-functional teams including sales, product management, and engineering to ensure a seamless customer experience.
    • Sharing knowledge and best practices with peers to enhance the overall support team effectiveness.
  • Customer Feedback and Improvement:
    • Gathering customer feedback and insights to advocate for improvements in product functionality and customer service processes.
    • Identifying trends in customer issues to proactively address common concerns.

Qualifications

  • Bachelor's degree in a Computer Science-related field
  • At least 3 years of experience in a customer-facing technical position, preferably within a SaaS company
  • Proven ability to provide exceptional customer service with a strong emphasis on customer satisfaction
  • Exceptional troubleshooting skills and experience in resolving a range of technical issues
  • Proficiency in written and verbal communication in English, including the ability to articulate complex technical processes via email and phone support
  • Extensive knowledge and understanding of Google applications, query tools, and database systems
  • Familiarity with Python, YAML, Cloud Platforms (Google Cloud Platform, Azure, AWS, etc.), and fundamental networking/IT knowledge
  • Strong SQL skills
  • Ability to work in US West Coast hours

Our Hybrid Workplace

We have a unique hybrid workplace at Overjet — which combines the teamwork of meeting in person, with the flexibility of working from anywhere.

Many of our positions are based in Palo Alto, New York City, Boston, and Lahore. The Jetsetters who live in these “geo-hubs” come to the office on Tuesdays and Wednesdays, while having the option to work from home the rest of the week.

Our People Team is happy to answer any questions about what hybrid work means for your specific role!

Overjet's Values

  • Excellence: We set ambitious goals and strive for excellence.
  • Velocity: We focus, act with urgency, and deliver results.
  • Ownership: We take ownership, dive deep and solve problems.
  • Win-win: We play to win, setting ourselves and our customers up for success.
  • Growth: We stay curious, seek feedback, and continuously learn and grow.
Company Recognition

EEOC

Overjet is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply! 

If you are a Colorado resident: Please contact us by emailing recruiting@overjet.ai to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.

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