Product Support Specialist (HelpDesk Team)
As a member of our HelpDesk Team, the Product Support Specialist is an expert in using our exocad software products. Your primary role will be to provide exocad’s end users with world-class technical and product support. You will also collaborate with our Sales Team during pre-sales activities and work closely with our Application Support Team. You will receive comprehensive training and ongoing support from your colleagues. Please note that this position requires travel to events and customer sites.
Key Responsibilities
- Triage and resolve technical support issues related to all aspects of our products via chat, email, and phone consultations—primarily from end users and partners.
- Be responsible for documenting, analyzing, and driving the resolution of customer concerns.
- Collaborate with engineering teams to address complex technical issues.
- Continuously update and expand your technical expertise.
- Provide flexible support for EST and PST time zones as part of a global on-call coverage team.
- Deliver professional and patient training on exocad software products, regardless of the customer’s technical level.
- Create training content and deliver presentations both online and in person to audiences of varying sizes.
- Travel approximately 10–30%, both domestically and internationally, for trade shows and customer training.
Skills, Knowledge & Expertise
- A bachelor’s degree or equivalent professional experience in a relevant field.
- 5+ years of experience with CAD/CAM dental software (required; ideally with exocad software).
- A dental background as a dental laboratory or clinical technician (required).
- Solid computer skills, including software installations and proficiency in common Windows applications (required).
- Proven experience in Help Desk, Technical Support, or Systems Support within a dental lab, manufacturing, or practice environment (required).
- Strong verbal and written communication skills, with the ability to convey complex technical information clearly and effectively (required).
- Familiarity with CRM systems and databases (required).
- The ability to multitask and respond effectively to urgent situations (highly desired).
- Additional language skills in Spanish, French, and/or Korean are a plus.
Job Benefits
- Stable employment with the market leader in a resilient industry.
- An international working environment with strong team spirit.
- 401(k) program.
- Health, dental, and vision insurance.
- Employee referral programs.
- Paid vacation, sick leave, and comp time.
- Competitive salary based on experience.
About exocad GmbH
Your growth and well-being:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee-exclusive discounts on Invisalign products.
- Learning opportunities through online learning resources and support for your individual development plans.
- Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.
Discover Align:
We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace our global differences and nurture employee well-being?
Explore Align's culture here!
Applicant Privacy Policy:
Review our Applicant Privacy Policy for additional information.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Review our Applicant Privacy Policy for additional information.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Our Hiring Process
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