mdcalc - Technical Support Representative
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, 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.
Responsibilities
• 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
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