Technical Support Representative
MDCalc · Remote · Remote ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote position
- 4+ years support experience
- SaaS product background
- Healthcare industry focus
- Unlimited vacation policy
Join MDCalc as a Technical Support Representative, where you will be the first point of contact for physicians and healthcare professionals relying on our clinical decision tools. You will handle end-user inquiries, resolve light technical issues, and ensure a trustworthy experience for millions of medical users globally.
Reporting to the Engineering Manager, you will work independently to manage the full ticket lifecycle while partnering with engineering for complex escalations. This is a foundational role focused on building efficient support processes and maintaining high customer satisfaction in a high-trust environment.
What you'll do
- Serve as the primary contact for incoming support requests across products
- Triage and resolve end-user questions and light technical issues independently
- Manage the full ticket lifecycle from intake to resolution with attention to detail
- Escalate complex issues to engineering with clear reproduction steps and context
- Identify recurring trends and friction points to drive product improvements
- Maintain and improve documentation, FAQs, and knowledge base content
- Track support metrics to identify opportunities for experience enhancement
- Communicate proactively with users and internal teams regarding status and risks
What you'll need
- At least four years of experience in customer or technical support roles
- Experience supporting SaaS products is highly preferred
- Proven ability to work independently and manage priorities without oversight
- Excellent written and verbal communication skills for diverse audiences
- Hands-on experience with ticketing tools like Zendesk, Intercom, or Jira
- Comfort with light technical troubleshooting and interpreting error messages
- Strong judgment in triaging requests and knowing when to escalate
- Proactive attitude with a desire to help users succeed
Nice to have
- Experience in healthcare, clinical, or other high-trust environments
- Eagerness to build and improve processes in a newly defined role
Stack
- Intercom
- Zendesk
- Freshdesk
- Jira Service Management
How you'll work
- Fully remote work arrangement
- Reports to the Engineering Manager
- Highly independent role with close engineering partnership
What you get
- Medical, Dental, and Vision coverage with dependent options
- Company-sponsored short-term insurance
- Eight weeks of fully-paid parental leave after six months
- Company-sponsored 401k plan after three months
- Unlimited vacation policy for salaried employees
- Bi-annual company offsites for team connection and planning
- Monthly stipend for working from home