Wellfit is the dental industry’s fintech solution, breaking down financial barriers so patients, providers, employers, and payors can all access better care. As a healthcare fintech innovator, we’re transforming the patient journey and redefining what’s possible in dental care.
Overview
We are seeking a Technical Operations Specialist who excels at the intersection of customer support, SaaS operations, and cross-functional problem identification. This role is the technical face of Operations — engaging directly with customers, internal teams, and Sales to deeply understand issues, gather complete context, and ensure that every escalation is technically meaningful and operationally actionable.
This individual will be responsible for high-fidelity triage, validating reported issues, requesting missing artifacts or details, reproducing scenarios when applicable, and communicating findings clearly to both customers and our Tier-3 Engineering teams. You will be a core contributor to incident handling, production clarity, root cause follow-through, and operational maturity as we continue to scale.
Candidates with experience in medical or dental office environments, practice management systems, or healthcare workflows are strongly preferred — but this is not a requirement.
Key Responsibilities
High-Fidelity Issue Triage & Problem Identification
• Validate incoming reports by confirming details and collecting missing information.
• Reproduce customer scenarios when possible to confirm behaviors and eliminate ambiguity.
• Differentiate configuration gaps, user workflows, product behavior, and true defects.
• Provide Engineering with context-rich, actionable escalations that reflect accurate observations and business impact.
Customer-Facing Technical Support
• Work directly with customers and Sales to gather essential context during escalations or product questions.
• Communicate clearly about what is known, what is being investigated, and expected next steps.
• Translate technical findings into customer-friendly language without losing accuracy.
• Ensure customer concerns and business impact are represented effectively internally.
Incident Response & Coordination
• Participate as a core responder — validating symptoms, narrowing impacts, and supporting investigation.
• Coordinate with Product, Engineering, and Support leadership to drive timely recovery.
• Maintain clear communication across teams during high-urgency scenarios.
• Document timelines, investigation threads, customer impact, and observed patterns.
Cross-Functional Investigation & Collaboration
• Work with Engineering, Product, Sales, and Support to identify recurring problems or emerging risks.
• Summarize trends and insights to support product or operational improvements.
• Ensure escalations are structured, complete, and actionable for Tier-3 teams.
• Strengthen clarity and communication channels between Operations and technical stakeholders.
RCA (Root Cause Analysis) Support
• Gather details, validate customer impact, and contribute to the technical narrative behind incidents.
• Ensure RCAs are accurate and understandable to internal and external audiences.
• Highlight opportunities for product enhancements or operational improvements.
Operational Ownership & Maturity Development
• Build, maintain, and improve escalation paths, checklists, and runbooks.
• Support the evolution of triage workflows, communication standards, and documentation clarity.
• Assist leadership in scaling processes as customer volume and complexity grow.
• Help improve visibility around how production issues are identified, communicated, and resolved.
Technical Competencies
Candidates should demonstrate confidence and capability in the following areas:
Basic SQL — validating data, checking records, verifying expected behavior.
Log analysis — reviewing system, application, or API logs to isolate behavior or errors.
SaaS troubleshooting — understanding how cloud applications interact with users, data, and connected components.
Environment validation — confirming configurations, device connectivity, and customer-side dependencies.
Payment device support — connecting, configuring, or helping customers use devices or peripherals in their environment.
Network fundamentals — verifying connectivity, checking local settings, or isolating common issues with customer IT teams.
Reproduction & scenario testing — replicating steps to confirm system behavior vs. reported symptoms.
Evidence collection — capturing logs, screenshots, timelines, and artifacts to support escalations.
Documentation discipline — translating technical findings into clear, structured summaries.
Required Skills & Experience
• Familiarity with SQL (e.g., validating data, simple queries).
• Experience using dashboard tools such as Grafana (or similar).
• General understanding of cloud-based SaaS systems and supporting environments.
Experience working with payment devices or peripheral hardware (e.g., connecting, configuring, or helping customers use them).
• Ability to support basic networking/WiFi troubleshooting (such as verifying connectivity, checking local settings, or isolating common issues).
• Strong analytical and structured problem-solving skills.
• Experience in SaaS, technical support, or operations roles.
• Effective communicator with customers, Sales, and technical teams.
• Experience gathering findings, artifacts, logs, steps-to-reproduce, or similar detail.
• Ability to document conclusions clearly and logically for cross-functional partners.
Preferred Background
• Experience in Technical Support, Production Support, or Technical Operations roles.
• Worked alongside Engineering teams to resolve customer-impacting issues.
• Familiarity with incident coordination and post-incident processes.
• Experience with JIRA, ticketing, and monitoring/logging tools.
Personal Attributes
• Curious, investigative, and confident asking the right questions.
• Strong communicator — able to simplify complexity without losing accuracy.
• Calm under pressure and comfortable with ambiguity.
• Self-directed, organized, and reliable with follow-through.
• Collaborative mindset with a focus on shared outcomes and cross-team relationships.
Why Wellfit?
• Make an Impact: Your work will directly shape the financial backbone of one of the most innovative healthcare fintech companies in the U.S.
• Work Flexibly: Hybrid model based in Dallas with 3 days/week in-office.
• Comprehensive Benefits: Full medical, dental, vision, and generous PTO.
• Invest in Your Future: Competitive salary, bonus eligibility, and 401(k) matching.
• Fast-Growth Environment: A rare opportunity to grow with a profitable startup on a national trajectory.
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