Background
Agilio Software Group is a leading UK healthcare operations software provider, delivering integrated, mission critical solutions that support primary care, dental, pharmacy, hospital, and veterinary organisations. We have ambitious and exciting growth plans and are looking for talented individuals to join us on our journey.
The Role
We are looking for a Customer Support Technician to join our Group Support team. This role provides first line technical support across our Group products, with a particular focus on CARAGON and the services delivered to the corporate dental sector, most notably our associate pay solution.
You will work closely with the wider Support and Engineering teams to troubleshoot issues, resolve customer queries, and ensure smooth operation of our systems and integrations.
Key Responsibilities
First-Line Support
- Provide first line helpdesk support, responding to customer queries promptly and professionally.
- Troubleshoot and resolve technical issues across CARAGON and Group products, including access issues and data inconsistencies.
- Identify system errors and support resolution of simple bugs or configuration problems.
- Investigate and correct inaccurate, missing, or incomplete data entries.
- Manage updates to templates, configurations, and system settings.
- Support queries related to file uploads, permissions, access levels, filters, and third party integrations.
- Escalate complex issues and collaborate with Engineering to resolve them.
- Assist with project related tasks, including testing new features or updates.
- Handle general system support tasks and administrative actions as required.
- Contribute to continuous improvement in support processes and system reliability.
Advanced Technical Support (Second Line)
- Provide second line investigation and resolution for escalated tickets.
- Troubleshoot issues across various application layers, including:
- Data ingestion and ETL workflows
- API integrations
- Cloud hosted environments
- User authentication and access
- Reporting and dashboards
- Reproduce issues, identify root causes, and provide solutions or workarounds.
Customer Interaction & Case Management
- Act as the escalation point for complex issues raised by dental groups.
- Communicate clearly with customers about investigation steps, next actions, and expected timeframes.
- Maintain detailed ticket documentation and ensure timely follow up.
Technical Analysis & Diagnostics
- Analyse error logs, data anomalies, and system behaviours to diagnose issues.
- Liaise with Engineering and Product teams when code level fixes are needed.
- Support deployment of patches, updates, and configuration changes.
Knowledge & Continuous Improvement
- Contribute to internal knowledge bases and troubleshooting guides.
- Identify recurring issues and propose improvements to processes or products.
- Support and mentor 1st Line team members to improve quality of escalations.
Systems & Integrations
- Support integrations with dental practice management systems (e.g., Software of Excellence, Dentally, R4, SFD).
- Assist in onboarding new dental groups, including data validation and configuration checks.
- Monitor and troubleshoot scheduled data syncs, API jobs, and automated workflows.
Skills & Experience Required
Essential
- 2+ years’ experience in a 2nd Line or advanced technical support role and/or engineering or technical professional services.
- SQL and API experience.
- Strong communication skills — able to translate technical detail into clear, customer friendly explanations.
- Calm under pressure with strong prioritisation skills.
- Understanding of clinical workflows, appointment structures, or financial reporting in dental practices (a plus).
- Experience in healthcare, dental groups, practice management systems, engineering, or technical services (desirable but not essential).
- Strong diagnostic and problem solving skills across software and data environments.
Experience with:
- SQL querying (ability to read and troubleshoot)
- REST APIs and JSON payloads
- Log analysis tools
- Understanding of cloud platforms (Azure or AWS preferred).
Familiarity with ETL processes or data pipelines is an advantage.
Experience supporting SaaS applications in a production environment.
Additional Information
Job type: Home based role (occasional out of hours work may be required to meet business needs).
Salary: Competitive + generous benefits
Benefits include:
Income Protection
Life Assurance
Enhanced pension
Health Cash Plan
28 days annual leave + bank holidays
Sick pay scheme
A range of flexible benefits via our Agilio Flex portal
If you feel you have what it takes to join our team, we look forward to receiving your application
