MDCalc

Support Engineer

• 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

Technical Support Representative