Technical Support Representative

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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MDCalc

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2011

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

MDCalc is a widely used tool that provides a comprehensive suite of medical calculators for clinicians. It helps healthcare professionals make informed decisions by offering calculations for a variety of health assessments and treatment strategies, covering areas such as cardiac risk, pulmonary embolism, liver fibrosis, and more. MDCalc is used by millions of clinicians across the globe to aid in treating hundreds of millions of patients, ensuring calculations are re-checked and not used as a sole guide for patient care. The platform also offers educational resources and integrates with electronic health records.

📋 Description

• Serve as the first point of contact for incoming support requests across MDCalc's products • Respond promptly and professionally to end users • Triage, prioritize, and independently resolve end-user questions and light technical support issues • Own the full ticket lifecycle from intake through documentation, prioritization, follow-up, and resolution • Escalate appropriate issues to engineering with reproduction steps, context, and supporting details • Follow up on open and escalated tickets and close the loop with users • Identify recurring issues, trends, and friction points and surface them to product and engineering • Lead documentation and support process improvements, response templates, FAQs, and knowledge-base content • Own support metrics including response time, resolution time, ticket volume, and customer satisfaction • Maintain current knowledge of MDCalc products as offerings evolve • Communicate proactively with external users and internal teams, surfacing risks, blockers, and status updates • Report to the Engineering Manager

🎯 Requirements

• 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 • Ability to explain issues clearly to 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 such as Intercom, Zendesk, Freshdesk, Jira Service Management, or similar • Comfort with light technical troubleshooting, reproducing issues, interpreting error messages, and gathering details for engineering • Sound judgment in triaging and prioritizing competing requests, and knowing when and how to escalate • Proactive, solutions-oriented attitude and genuine desire to help users succeed • Eagerness to build and improve processes in a role being defined for the first time • Experience in healthcare, clinical, or other high-trust environments is a plus • Must answer whether sponsorship will be required to work in the United States

🏖️ Benefits

• 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 • 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