Technical Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for incoming support inquiries related to MDCalc's products.

• Address end users' requests swiftly and professionally.

• Assess, prioritize, and independently resolve user inquiries and minor technical support challenges.

• Manage the complete ticket lifecycle from initial intake through documentation, prioritization, follow-up, and resolution.

• Elevate relevant issues to the engineering team with detailed reproduction steps, context, and supporting information.

• Follow up on both open and escalated tickets, ensuring users are informed throughout the process.

• Recognize recurring issues, trends, and friction points, bringing them to the attention of product and engineering teams.

• Spearhead the improvement of documentation and support processes, including response templates, FAQs, and knowledge-base content.

• Oversee support metrics such as response time, resolution time, ticket volume, and customer satisfaction levels.

• Stay updated on MDCalc products as they evolve.

• Maintain proactive communication with external users and internal teams regarding risks, blockers, and status updates.

• Report directly to the Engineering Manager.

⛳️ Requirements

• A minimum of 4 years of experience in customer support or technical support, preferably within a SaaS environment.

• Proven ability to work independently, effectively managing priorities and time without close supervision.

• Exceptional written and verbal communication skills.

• Capability to articulate issues clearly to both non-technical users and technical teams.

• Strong attention to detail in managing, documenting, escalating, and following up on support tickets.

• Practical experience with support and ticketing systems such as Intercom, Zendesk, Freshdesk, Jira Service Management, or equivalent tools.

• Comfort with light technical troubleshooting, including reproducing issues, interpreting error messages, and gathering necessary details for engineering.

• Good judgment in triaging and prioritizing competing requests, knowing when and how to escalate matters.

• Proactive, solutions-oriented mindset and a genuine desire to assist users in achieving success.

• Enthusiasm for developing and refining processes in a newly defined role.

• Experience in healthcare, clinical, or other high-trust environments is a plus.

• Must indicate whether sponsorship will be required to work in the United States.

🏝️ Benefits

• Medical, Dental, & Vision Coverage, with an option to extend to dependents.

• Company-sponsored short-term insurance.

• Fully-paid 8 weeks of parental leave after 6 months of employment.

• Company-sponsored 401k after 3 months of employment.

• Unlimited vacation for salaried positions.

• Bi-annual company offsites to connect, reflect, and plan collaboratively.

• Monthly stipend for working from home.

• A culture filled with fun and motivated team members who are committed to a greater mission at MDCalc.