3rd Level Technical Support Specialist
Job Description
Job Description:
In this role, you will be part of the DTX Studio support organization, focusing on resolving complex software and database-related issues within the DTX Studio ecosystem. You will handle escalated cases requiring deep technical analysis and collaborate closely with R&D, development teams, and global support teams.
Key responsibilities include:
- Handle escalated Level 3 technical issues related to DTX Studio Core, software, and database environments
- Perform structured root-cause analysis for complex and recurring issues
- Define, test, and implement technical solutions and workarounds
- Act as a bridge between Support and R&D, ensuring clear technical communication and feedback loops
- Use tools such as Jira and CRM systems for case tracking, prioritization, and documentation
- Contribute to the knowledge base and internal documentation to improve support processes and reduce recurring issues
- Support continuous improvement of product quality by identifying trends and contributing to long-term solutions
- Work in a global support environment with cross-functional collaboration
Job Requirements:
Minimum Requirements (Must-have Qualifications)
- Bachelor’s degree in Computer Science, ICT, or a related technical field, or equivalent experience
- 3+ years of experience in technical support, software support, or system/application engineering
- 2+ years of experience in troubleshooting complex software or database environments
- Hands-on experience with relational databases (analysis, querying, troubleshooting)
- Strong analytical and problem-solving skills with a structured approach to debugging
- Experience working with ticketing or issue tracking tools (e.g., Jira, CRM systems)
- Ability to work independently on complex issues while collaborating with cross-functional teams
- Fluent in English (written and spoken)
Preferred Requirements (Nice-to-have Qualifications)
- Experience in medical software, dental software, or regulated environments
- Knowledge of cloud platforms (e.g., Azure)
- Familiarity with software architecture or development processes
- Experience working directly with R&D or development teams
- Understanding of DICOM, imaging workflows, or healthcare IT systems
- Additional language skills
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Operating Company:
DEXISEnvista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.