Application Support Specialist, VideaHealth

Salary not provided

SQL

Salesforce

Hubspot

Zendesk

JIRA

Confluence

Slack

Google Workspace

Junior and Mid level

Remote from US

Detecting pathologies in dental imaging through AI software

Be an early applicant

Detecting pathologies in dental imaging through AI software

21-100 employees

HealthcareB2BArtificial IntelligenceDeep TechMachine LearningSaaSDentistryMedTech

Be an early applicant

Salary not provided

SQL

Salesforce

Hubspot

Zendesk

JIRA

Confluence

Slack

Google Workspace

Junior and Mid level

Remote from US

21-100 employees

HealthcareB2BArtificial IntelligenceDeep TechMachine LearningSaaSDentistryMedTech

Company mission

To improve the lives of billions of people around the globe by bringing Artificial Intelligence powered solutions to the world of dentistry.

Job

Company

Role

Who you are

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!
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
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

What the job involves

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
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

Our take

Dentistry practices have remained relatively unchanged over the past 30 years as the field has shown an active bias against AI-powered technology. VideaHealth is disrupting the market, providing greater transparency to dentists, insurers, and patients through its cavity-detecting AI-powered software.

The company recently gained FDA clearance, after an FDA trial showed that dentists using VideaHealth’s AI experienced a 43% reduction in missed cavities and a 15% reduction in inaccurate cavity detection: unlocking the most economic health value through more immediate (and appropriate) dental treatment recommendations.

The company finds strong competitors in fellow dental AI companies Overjet and Pearl. VideaHealth will need to focus on further developing its AI diagnostic abilities as it aims for expansion across the US and Canada. The company’s impressive list of investors, and strategic partnerships with leading DSOs, have it well-placed to support millions of patients as it aims to be the overall leader in dental AI solutions.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

110% employee growth in 12 months

Glassdoor (3.5)

Company

Company benefits

Opportunities for Growth
Equity Options

Company HQ

Leather District, Boston, MA

Leadership

Florian Hillen

(CEO)

Current Startup Mentor and Guest Speaker at Massachusetts Institute of Technology (MIT), and Visiting Research Fellow and Guest Speaker at Harvard Business School. Co-Funder of ninu GbR. Former Research Assistant at Broad Institute, Summer Associate at McKinsey & Company, and was an Associate Manager at FOUNDER.org.

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