Technical Support Representative

Job description

# **The Opportunity** Since 2005, MDCalc has been an essential part of the clinician’s workflow to help achieve better patient outcomes. Actively used by more than 65% of physicians worldwide, MDCalc is the 2nd most broadly used medical reference – at the point-of-care – for clinical decision tools and content, and one of only four references used by >50% of US clinicians. These evidence-based tools and content are used by millions of medical professionals globally and support 50+ specialties and cover 200+ patient conditions. As our product offerings grow, so does the number of clinicians, institutions, and partners who rely on them every day. To ensure every one of those users has a fast, helpful, and trustworthy experience when they need assistance, we are adding a Technical Support Representative. This role will be the front line of our customer experience, the first person our users reach and the one who makes sure their questions are answered and their issues are resolved. # **The Role** As the Technical Support Representative at MDCalc, you will be the primary point of contact for incoming support and customer service requests across our products. You'll handle end-user questions, customer service requests and light technical support issues, owning each request from intake through resolution. This is a highly independent role, though you will be partnering closely with our engineering team for escalation and deeper technical support as we grow the organization. Self-sufficiency, sound judgment, and strong follow-through matter as much as a service-oriented mindset. You'll report to our Engineering Manager and play a foundational role in leading and shaping how support works at MDCalc as we scale. The responsibilities of this individual include the following, but are not limited to: - Serve as the first point of contact for incoming support requests across MDCalc's products, responding promptly and professionally to end users - Triage, prioritize, and resolve end-user questions and light technical support issues independently, without requiring development, integration, or configuration work - Own the full ticket lifecycle — intake, documentation, prioritization, follow-up, and resolution — with strong attention to detail at every step - Escalate issues to the engineering team when appropriate, providing clear reproduction steps, context, and supporting detail to enable fast resolution - Follow up consistently on open and escalated tickets to ensure timely resolution and close the loop with the user - Identify recurring issues, trends, and friction points, and proactively surface them to product and engineering to drive improvements - Lead ongoing documentation and support process improvements, response templates, FAQs, and knowledge base content - Own support metrics (response time, resolution time, ticket volume, customer satisfaction) and use them to identify opportunities to improve the support experience - Maintain deep, current knowledge of MDCalc's products as offerings evolve - Communicate clearly and proactively with both external users and internal teams, surfacing risks, blockers, and status updates effectively # **Your Background** - 4+ years of experience in customer support or technical support, ideally supporting a SaaS product - Demonstrated ability to work independently and self-sufficiently, managing priorities and time without close oversight - Excellent written and verbal communication skills, with the ability to explain issues clearly to both non-technical users and technical internal teams - Strong attention to detail in managing, documenting, escalating, and following up on support tickets - Hands-on experience with support and ticketing tools (e.g., Intercom, Zendesk, Freshdesk, Jira Service Management, or similar) - Comfort with light technical troubleshooting — reproducing issues, interpreting error messages, and gathering the right detail to hand off to engineering - Sound judgment in triaging and prioritizing competing requests, and knowing when and how to escalate - A proactive, solutions-oriented attitude and a genuine desire to help users succeed - Eagerness to build and improve processes in a role that is being defined for the first time - Experience in healthcare, clinical, or other high-trust environments a plus # **What MDCalc offers:** - Ability to make a true difference in medicine: MDCalc is the most broadly used medical reference by physicians, used by over 65% of US attending doctors weekly - Medical, Dental, & Vision Coverage, with option to extend to your dependents - Company-sponsored short-term insurance - Fully-paid 8 week parental leave, after 6 months of employment - Company-sponsored 401k, after 3 months of employment - Unlimited vacation for salaried roles - we trust you to take the time you need - Bi-annual company offsites to connect, reflect, and plan together - Work from home monthly stipend - A culture of fun and motivated team members who believe in a greater mission here at MDCalc.