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Technical Support Analyst



IT, Customer Service
Posted on Thursday, May 30, 2024

CareCru is looking for a Technical Support Analyst to aid the successful implementation of its AI-powered growth platform into a growing portfolio of dental practice customers. You should have experience supporting SaaS products, and a strong knack for installing and troubleshooting software.

Let’s talk if…

  • You’re thoughtful, empathetic, and naturally extroverted
  • You love technology and have a desire to work in a SaaS business focused on dental
  • You bring enthusiasm, strong work ethic, and a positive attitude
  • You are action oriented and capable of independently solving complex workflow problems
  • You can communicate clearly and effectively to both internal and external stakeholders
  • You have a track record of success in building customer relationships at multiple levels of a clients’ organization
  • You’re comfortable under pressure and can effectively manage customer expectations
  • You’re highly ambitious and motivated

Key Responsibilities

  • Act as a primary technical support contact for customers on the CareCru platform
  • Install and support the CareCru Connector on dental customer servers
  • Manage customer cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, and in general doing everything possible to provide a speedy resolution
  • Evaluate and analyze customer business objectives and challenges and present a solution for customers to become successful with the CareCru platform
  • Act as an escalation point for critical customer concerns and mobilize resources/training to resolve their issues
  • Maintain all aspects of the technical relationship from troubleshooting possible issues, filing, and advocating for enhancements, partnering with product & engineering in preparing for new releases and rollouts, and otherwise participating in the overall maintenance and support of customer accounts
  • Educate customers on upcoming product releases and enhancements
  • Think outside of the box and provide strategic input for growing our customer base


  • 1-2+ years of technical support experience in a SaaS company
  • Proficient with Windows Server, SQL, HTML, CSS
  • Exceptional communication skills—both written and verbal
  • Excellent interpersonal skills and ability to work well in competitive team environments
  • Preferred candidates will be able to demonstrate abilities to:
  • Supporting SaaS products
  • Understand operations of a dental practice and how to optimize for growth
  • Experience with startups and healthcare businesses
  • Work quickly within Zendesk (Ticketing) and HubSpot (CRM)

Why CareCru?

  • Be an early stage contributor in high-growth company run by a proven team with successful SaaS startup experience
  • Competitive salary and early-stage stock options
  • Excellent benefits package including health, life, dental and vision
  • Be part of a passionate, entrepreneurial team that works hard and has fun doing it

About CareCru

CareCru is building the premier growth platform in dental. Both single-location practices, and dental groups, can supercharge their business by installing the CareCru Connector to:

  • Reveal the health of the practices (Business Intelligence, AI-driven Insights)
  • Boost team productivity by intelligently automating tasks (CRM-like Business Process Automation)
  • Deliver an unparalleled patient experience (Next-gen Online Scheduling, Modern Patient Engagement)

Adding the “Cru” is like adding three world-class team members to the practice—a front office administrator, a marketing specialist, and a practice consultant.