Why This Role Exists

We operate AI-powered phone agents for dental practices. For the system to work reliably, our agents need accurate information about each practice — from provider schedules and appointment types to how their practice management system handles availability and booking.

When that information is incorrect, patients may not get booked successfully, and the practice feels the impact immediately.

This role sits at the intersection of technical support, practice configuration, and backend integrations. You will help ensure customer environments are correctly configured while also building and maintaining the integrations that connect our platform with dental practice management systems.

The role is approximately 60% technical support and 40% backend integration development. When the support queue is busy, you'll focus on diagnosing and resolving customer issues. When things are quieter, you'll use what you've learned from those issues to improve and build integration code.

The goal is simple: the person who understands customer problems firsthand should also be the person improving the integrations behind them.

What We're Looking For

• 2–5 years of experience across technical support, solutions engineering, and backend development. We value someone who has genuinely worked across both areas rather than being deeply specialized in only one.

• Strong backend development skills. You should be comfortable writing production code in Python or TypeScript, working with REST and SOAP APIs, SQL databases, queues, background jobs, retries, and idempotency.

• Integration experience. You've built or maintained integrations with third-party APIs, including APIs that you don't control or that have incomplete or outdated documentation.

• Systematic debugging skills. You approach problems methodically: form a hypothesis, validate it against available data, investigate further, and avoid stopping at the first plausible explanation.

• Strong written communication. You can explain a technical issue clearly to a customer while also documenting it precisely enough for an engineering team to investigate and resolve.

• Comfort with ambiguity and imperfect data. Dental practice management systems can be decades old and configured differently from one practice to another. You should be comfortable working through inconsistent configurations and messy real-world data.

• Good judgment around urgency. You understand that a practice whose phone system is completely unavailable requires a different response than an incorrectly mapped appointment type. You can prioritize appropriately without needing every situation spelled out.

• Ability to context-switch. Some days will be heavily focused on customer support, while other days will allow more time for integration development. You should be comfortable adjusting priorities as business needs change.

• Comfort working with AI tools. You should see AI as a development collaborator — reviewing generated code and output, correcting it, and finding ways to make your workflow more effective.

Nice to Have

Experience with any of the following would be valuable:

• Dental practice management systems such as Dentrix, Dentrix Enterprise, Open Dental, Eaglesoft, or Tracker

• Healthcare or dental data standards such as HL7 or FHIR

• Experience working with HIPAA-regulated systems

• Voice, telephony, or conversational AI platforms

• Tools such as Linear or Plain