Technical Support Representative

MDCalc

. Serve as the first point of contact for incoming support requests across MDCalc's products .

Posted 9/29/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and technical troubleshooting for SaaS products, with a strong focus on documentation, process improvement, and user communication. Proficient in managing support metrics and enhancing user satisfaction through effective problem resolution.

Highest-signal resume keywords

Customer Support ExperienceTechnical Support for SaaSTicketing Tools ProficiencyExcellent Communication SkillsProcess Improvement Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingTicket ManagementDocumentation SkillsIssue TriageError Message Interpretation

Soft Skills

Attention to DetailProactive AttitudeSolutions-Oriented MindsetIndependent Work CapabilityJudgment in Prioritization

Tools & Technologies

IntercomZendeskFreshdeskJira Service Management

Industry Keywords

SaaSHealthcareClinical SupportHigh-Trust Environments

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Ability to explain issues clearly to 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 such as Intercom, Zendesk, Freshdesk, Jira Service Management, or similar
Comfort with light technical troubleshooting, reproducing issues, interpreting error messages, and gathering details for engineering
Sound judgment in triaging and prioritizing competing requests, and knowing when and how to escalate
Proactive, solutions-oriented attitude and genuine desire to help users succeed
Eagerness to build and improve processes in a role being defined for the first time
Experience in healthcare, clinical, or other high-trust environments is a plus
Must answer whether sponsorship will be required to work in the United States

Benefits

Comp & perks

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
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