Technical Support Representative

MDCalc•,

1d•Remote

About The Position

MDCalc is seeking a Technical Support Representative to be the front line of their customer experience. This role will be responsible for handling incoming support and customer service requests across MDCalc's products, ensuring users have a fast, helpful, and trustworthy experience. The representative will manage end-user questions, customer service requests, and light technical support issues, owning each request from intake through resolution. This is a highly independent role that requires self-sufficiency, sound judgment, and strong follow-through. The Technical Support Representative will report to the Engineering Manager and play a foundational role in shaping support processes as the organization scales.

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

Nice To Haves

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

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