3rd Level Technical Support Specialist

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

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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