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

Customer & Technical Support

• Provide first‑line technical support, responding to customer queries clearly, professionally, and within agreed SLAs.
• Troubleshoot issues across CARAGON and Group products, including access problems, configuration issues, and data inconsistencies.
• Investigate inaccurate, missing, or incomplete data and implement corrective actions where appropriate.
• Support queries relating to file uploads, permissions, access levels, filters, and third‑party integrations.
• Escalate complex issues and collaborate closely with Engineering to drive resolution.

Second‑Line & Advanced Support

• Act as a second‑line escalation point, investigating more complex technical issues.
• Troubleshoot across multiple layers, including: Data ingestion and ETL workflows, API integrations, Cloud‑hosted environments, Authentication, access control, reporting, and dashboards.
• Reproduce issues, identify root causes, and provide effective solutions or workarounds.

Customer Interaction & Case Management

• Act as an escalation point for complex issues raised by corporate dental groups.
• Communicate clearly with customers on progress, next steps, and expected timelines.
• Maintain detailed, accurate ticket documentation and ensure timely follow‑up.

Systems, Integrations & Continuous Improvement

• Support integrations with dental practice management systems (e.g. Software of Excellence, Dentally, R4, SFD).
• Assist with onboarding new dental groups, including data validation and configuration checks.
• Monitor and troubleshoot scheduled data syncs, API jobs, and automated workflows.
• Contribute to internal knowledge bases and identify recurring issues to improve products and processes.
• Support and mentor first‑line team members to improve escalation quality.

Skills & Experience Required

Essential

• 2+ years’ experience in a 2nd Line Technical Support, advanced support, or technical services role
• Strong experience working with SQL (reading and troubleshooting queries) and APIs
• Experience supporting SaaS applications in a production environment
• Strong diagnostic and problem‑solving skills across software and data‑driven systems
• Ability to explain technical issues clearly to non‑technical customers
• Calm under pressure with strong prioritisation and time‑management skills

Desirable

• Experience with REST APIs and JSON payloads
• Familiarity with ETL processes or data pipelines
• Experience analysing logs and working within cloud environments (Azure or AWS preferred)
• Knowledge of dental, healthcare, or practice management systems
• Understanding of clinical workflows, appointment structures, or financial reporting in dental practices

Additional Information

Job type: Remote (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!

If you are interested in applying, please email your CV along with a covering letter to central.people@agiliosoftware.com