Support Specialist III
About The Position
ModMed is hiring a driven Product Support Specialist 3 to join our positive, passionate, and high-performing Client Services team. As a Product Support Specialist 3, you will serve as a technical expert and go-to escalation point for complex issues, playing a crucial role in customer retention, product feedback, and internal enablement. This position requires deep product mastery, strong cross-functional collaboration, and leadership in support of excellence. You will not only resolve the toughest support challenges but also actively contribute to improving systems, training, and processes at a fast-paced Healthcare IT company that is truly Modernizing Medicine!
Requirements
- 3–5 years of experience in SaaS-based technical support.
- Experience within a medical practice, healthcare IT, or EMR domain is required.
- Bachelor's degree preferred, or relevant certifications.
- If local, the ability to work onsite at our Boca Raton HQ Office 3 days a week.
- Strong expertise in product support and bug-tracking systems such as Zendesk, JIRA, and Confluence.
- Demonstrated expertise in evaluating, troubleshooting (logs, console, APIs), and following up on complex software application issues with minimal supervision.
- Exposure to software development tools and processes (e.g., Git, Postman, SQL).
- Hands-on experience participating in release testing or product QA.
- Proven track record of leadership in support environments, including mentorship, process design, or performance improvement initiatives.
- Proficiency in Google Suite and basic knowledge of Apple platforms (Mac, iPad, iOS).
- Proficiency in Windows products.
- Excellent interpersonal, verbal, and written communication skills with strong attention to detail and a bias toward action.
Responsibilities
- Lead complex, high-impact customer interactions with empathy, ownership, and strategic thinking.
- Conduct customer meetings independently, including deep-dive reviews and technical troubleshooting sessions.
- Build lasting customer relationships through proactive outreach and issue ownership.
- Troubleshoot advanced technical issues using logs, browser tools, APIs, and data analysis.
- Lead root cause analysis and provide insights into systemic issues and long-term solutions.
- Serve as a liaison between support, engineering, QA, and product teams for high-priority issues, product QA, and release readiness activities.
- Drive initiatives around queue management, ticket escalations, team KPIs/OKRs, and process adherence.
- Mentor and coach junior support team members through onboarding and peer shadowing.
- Develop, refine, and contribute to internal support resources, macros, workflows, and knowledge base content.
Benefits
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
