Technical Support Lead

DENT Instruments, located in Bend, Oregon, is seeking a technically minded and customer-focused Technical Support Lead to help lead and strengthen our technical support function. This role is ideal for someone who enjoys solving customer problems, improving support processes, and working across teams to deliver a high-quality customer experience. The Technical Support Lead will serve as a senior support resource, helping customers troubleshoot technical issues related to Windows-based software configuration, networking, installation, and DENT power monitoring products. This person will also help improve support workflows, contribute to case management best practices, and partner with internal teams to ensure customer issues are resolved effectively and professionally. As DENT continues evolving toward a broader customer success organization, this role will play an important part in shaping the technical support function and offers a clear pathway to Technical Support Manager over time. This is also an exciting time to join the team as DENT prepares to launch a new product line.

Who You Are:

Customer-Focused:

You care deeply about helping customers succeed and resolving issues professionally.

Technically Curious:

You are comfortable learning complex products and troubleshooting technical issues.

Clear Communicator:

You can explain technical concepts to both technical and non-technical customers.

Organized:

You document thoroughly, manage multiple cases effectively, and follow through consistently.

Process-Minded:

You look for ways to improve workflows, resources, and team efficiency.

Collaborative:

You work well with sales, engineering, product, service, and customer success teams.

Proactive:

You do not just react to tickets—you help identify patterns, improve systems, and strengthen handoffs.

What You'll Be Doing:

Providing professional technical support to customers by phone, email, and support systems Answering customer questions and troubleshooting issues related to Windows-based software configuration, installation/setup, networking/connectivity, and DENT monitoring products Managing and documenting support cases clearly and accurately in Zendesk and, over time, Salesforce Service Cloud or a similar platform Following up with customers to ensure issues are resolved in a timely and professional manner Escalating complex issues to engineering, product, or service teams as needed Helping improve support processes, internal documentation, and customer-facing resources Tracking common customer issues and surfacing trends to internal stakeholders Supporting KPIs related to responsiveness, ticket resolution, ticket volume, and customer satisfaction Partnering with customer success, sales, and solutions engineering to support smooth customer handoffs and identify expansion opportunities Contributing to the development of support automation, AI bot training, and other tools that improve efficiency and customer experience Supporting the successful launch and ongoing customer adoption of new product lines

Requirements:

Experience in a technical support, applications support, customer support lead, or similar role Strong technical aptitude and comfort troubleshooting software, networking, and hardware-related issues Ability to support customers with configuration, installation, and connectivity troubleshooting Ability to explain technical information clearly to both technical and non-technical audiences Strong communication, organization, and problem-solving skills Experience supporting customers over the phone and through case-based support systems Ability to work onsite in Bend, Oregon Comfortable collaborating across customer success, sales, engineering, operations, and service teams

Nice-to-Haves:

Experience with Salesforce Service Cloud or a similar customer support / case management platform Experience with AI bot training, support automation, or workflow automation Experience partnering with solutions engineering and sales to support strong handoffs and identify follow-on opportunities Experience creating or maintaining knowledge bases, help center content, or support documentation Familiarity with reading technical specifications, submittals, engineering takeoffs, or related project documents Basic understanding of electrical systems, networking, or connected hardware/software products Familiarity with Jira, Confluence, or similar internal collaboration tools Prior experience in technical support, field service, electronics, electrical products, or energy-related industries

Career Growth:

This role is intended to serve as a leadership position within DENT's evolving support organization, with a clear pathway to Technical Support Manager as the team and function continue to grow.

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Paid time off Parental leave Professional development assistance Relocation assistance Tuition reimbursement Vision insurance

Work Schedule:

Full-time, Monday to Friday Onsite in

Bend, OR Job Type:

Full-time Work Location:

Bend, OR 97702

Pay:

$28.00 - $38.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Paid time off Professional development assistance Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person