Digital Technical Support Engineer

Job Description:

At Envista , we are dedicated to advancing dental care through innovation, technology, and trusted partnerships. As one of the world’s leading dental companies, we bring together a portfolio of industry-leading brands that help dental professionals improve patient outcomes and transform smiles every day.

Ormco , an Envista company, is a global leader in orthodontics, trusted by clinicians around the world for over 60 years. From traditional orthodontic solutions to cutting-edge digital technologies, Ormco continues to drive innovation that empowers orthodontists to deliver exceptional patient care.

We are looking for a Digital Technical Support Engineer to join our team and play a key role in supporting the technology behind our digital orthodontic solutions.

What You’ll Do

As a Digital Technical Support Engineer , you will provide advanced technical support for software, hardware, networking, and electro-mechanical systems used across our digital orthodontic portfolio. Acting as a key escalation point, you’ll collaborate closely with support teams, engineers, and product experts to resolve complex technical issues and continuously improve the customer experience.

Key Responsibilities:

• Diagnose, troubleshoot, repair, and debug complex electro-mechanical equipment, software applications, computer systems, and networked or wireless solutions.
• Act as the highest escalation point for complex Level 3 application and technical support issues related to digital orthodontic software, web services, desktop environments, computer systems, network connections, and servers.
• Provide advanced technical support to internal teams including Product Support, Engineering, and Technical Services.
• Investigate and resolve issues escalated by first-line support teams when standard troubleshooting has not resolved the problem.
• Perform product repairs, updates, testing, and validation activities in an office-based environment.
• Collaborate with Engineering and Product Development teams to identify and communicate product defects, software bugs, reliability concerns, and maintenance issues.
• Support new product releases, updates, and technical processes to ensure successful implementation and performance.
• Create and maintain technical documentation, troubleshooting guides, and knowledge-base resources.
• Document customer interactions, technical findings, issue trends, and support activities in CRM, Jira, or other support systems while following company policies, procedures, and quality standards.
• Deliver technical training and knowledge-sharing sessions to support teams and internal stakeholders.
• Ensure timely communication and ownership of technical issues through to resolution.

Job Requirements:

What We’re Looking For

• Bachelor’s degree in Engineering, Computer Science, Information Technology, Biomedical Engineering, or a related technical field.
• 3–5 years of experience in technical, application, IT operations, or software support, including complex incident resolution, end-user support, remote troubleshooting, and escalations.
• Strong troubleshooting skills and technical knowledge across Windows, Mac systems, file systems, access permissions, SQL, relational databases, SQL Server concepts, TCP/IP, HTTP, and REST APIs.
• Experience with support tools such as Jira, Confluence, Salesforce, or similar platforms, with the ability to document findings, troubleshooting steps, workarounds, resolutions, and support materials clearly.
• Relevant IT or technical support certifications are a plus, such as ITIL, Microsoft, AWS, CCNA, HDI, or equivalent;
• Experience working with software, computer systems, networking technologies, or electro-mechanical products.
• Fluent English required; Spanish or another European language is a plus.
• Strong communication skills with a professional, customer-focused attitude and the ability to explain technical topics clearly to technical and non-technical users.

Preferred Qualifications

• Organized, detail-oriented, proactive, and able to manage multiple priorities independently while working well in a team environment.
• Strong organizational skills with the ability to manage multiple priorities.
• A collaborative mindset and passion for delivering excellent customer support.
• Experience within medical devices, healthcare technology, dental technology, manufacturing, or related industries is an advantage. experience in software development, quality assurance, digital healthcare, dental technology, CAD/CAM, or digital manufacturing workflows is preferred.

Why Join Ormco?

• Work for a global leader in orthodontic innovation.
• Be part of a collaborative and in