技术支持代表
Technical Support Representative
## **职位机会**
自2005年以来，MDCalc已成为临床医生工作流程中不可或缺的一部分，帮助实现更好的患者结果。目前全球超过65%的医生在使用，MDCalc是临床上最广泛使用的医疗参考工具之一，在诊疗点使用率排名第二，也是仅有的四个被超过50%美国临床医生使用的参考工具之一。这些基于证据的工具和内容被数百万医疗专业人士在全球范围内使用，支持50多个专业领域，涵盖200多种患者病情。
随着我们的产品不断扩展，越来越多的临床医生、机构和合作伙伴每天依赖我们的产品。为了确保每位用户在需要帮助时都能获得快速、有用且值得信赖的体验，我们正在招聘一名技术支持代表。这个角色将是客户体验的第一线，是用户首先接触到的人，也是确保他们的问题得到解答和解决的人。
## **职位职责**
作为MDCalc的技术支持代表，你将负责处理我们所有产品中的客户支持和客户服务请求。你需要处理终端用户的问题、客户服务请求和简单的技术支持问题，从接收请求到解决全程负责。这是一个高度独立的角色，但你将与我们的工程团队紧密合作，以进行升级和更深入的技术支持，随着公司的发展而不断成长。自我驱动能力、良好的判断力和强大的执行力与服务导向的心态同样重要。你将向我们的工程经理汇报，并在我们扩展的过程中发挥基础性作用，引领和支持工作的开展。
该职位的职责包括但不限于以下内容：
- 作为MDCalc所有产品中客户支持请求的第一联系人，及时且专业地回应终端用户
- 独立地对终端用户的问题和简单技术支持问题进行分类、优先级排序和解决，无需开发、集成或配置工作
- 全程负责工单生命周期——接收、记录、优先级排序、跟进和解决，每个步骤都要注重细节
- 在适当的时候将问题升级至工程团队，提供清晰的复现步骤、上下文和相关细节，以便快速解决
- 对开放和升级的工单进行持续跟进
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## **The Opportunity**
Since 2005, MDCalc has been an essential part of the clinician’s workflow to help achieve better patient outcomes. Actively used by more than 65% of physicians worldwide, MDCalc is the 2nd most broadly used medical reference – at the point-of-care – for clinical decision tools and content, and one of only four references used by >50% of US clinicians. These evidence-based tools and content are used by millions of medical professionals globally and support 50+ specialties and cover 200+ patient conditions.
As our product offerings grow, so does the number of clinicians, institutions, and partners who rely on them every day. To ensure every one of those users has a fast, helpful, and trustworthy experience when they need assistance, we are adding a Technical Support Representative. This role will be the front line of our customer experience, the first person our users reach and the one who makes sure their questions are answered and their issues are resolved.
## **The Role**
As the Technical Support Representative at MDCalc, you will be the primary point of contact for incoming support and customer service requests across our products. You'll handle end-user questions, customer service requests and light technical support issues, owning each request from intake through resolution. This is a highly independent role, though you will be partnering closely with our engineering team for escalation and deeper technical support as we grow the organization. Self-sufficiency, sound judgment, and strong follow-through matter as much as a service-oriented mindset. You'll report to our Engineering Manager and play a foundational role in leading and shaping how support works at MDCalc as we scale.
The responsibilities of this individual include the following, but are not limited to:
- 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
## **Your Background**
- 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.