Job Description

About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 130 countries. Our growing talent pool of over 2200 employees spans 50 nationalities.

3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.

AAbout the role:

The role of Support Technical Lead blends strong technical expertise with leadership. The lead oversees and guides the technical support teams in handling complex, high-priority, repetitive, major global issues, including vigilance/special attention issues

In this role, you will act as an escalation point that drives resolution and root cause analysis in collaboration with TLs, resellers, Technical Solution Specialists, and other stakeholders when needed

Within the position, you will help support teams with tools and knowledge; coach newcomers to strengthen their product knowledge; deliver training sessions for the team; identify knowledge gaps through analysis; and implement technical solutions to enhance customer satisfaction, as proven by NPS score improvement

Experience

• Relevant Master’s degree or similar
• ~1 - 2 years in the 2nd or 3rd line/relevant experience

Qualifications (Personal & Professional)

• Structured and organized, with the ability to meet deadlines and KPIs
• Excellent communicator & leader
• Adaptability
• Customer-centric mindset
• Critical thinker & strong analytical skills
• Collaboration across departments
• Works effectively under pressure
• Deep interest and continuous learning in system architecture & integration, hardware components
• English language proficiency (B2-C1)

Expertise

• Strong technical expertise in IT, Network (client/server, LAN, WLAN), Database understanding
• In-depth medical device & software knowledge with experience
• Advanced troubleshooting & problem solving
• Technical documentation & knowledge management

Expectations & Tasks

• Cross-functional collaboration
• Mentoring and coaching
• Enhance team performance
• Ownership of complex escalations
• Lead technical knowledge development

Expectations

• Technical Lead possesses an in-depth knowledge of 3Shape Software and Hardware, clinic products; he/she is aware of all products' technical issues obtained from customer feedback and able to describe in detail the major ones
• Technical Lead conducts thorough customer feedback and case analysis using various techniques in collaboration with different stakeholders to identify the knowledge gaps in support teams
• Technical Lead coaches newcomers and organizes training sessions for the team upon need and identifies knowledge gaps

Allocation of time

• ~50% mentoring, coaching and training support staff
• ~30% Technical Customer Support
• ~20% escalation management

Performance

• Consistently deliver on agreed individual performance targets

Being the part of us means:

• Meaningful work that helps to change the future of dentistry
• Work in a unique professional, friendly and supportive environment
• Constant professional growth and development
• A healthy work-life balance
• Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc
• Breakfasts and lunches in the office
• Good working conditions in a comfortable office in UNIT.City
• A parking lot with free spaces for employees
• Occasional business trips to Western Europe
• Opportunity to become a part of the success that 3Shape has created over the past 25 years.

We will be glad to welcome you to our team!

For more information, visit our website: www.3shape.com and follow us on Instagram: https://www.instagram.com/3shape_ukraine/

You can contact our Talent Acquisition team via email: recruit-ua@3shape.com.