---
title: 'Technical Support Representative at MDCalc'
canonical: 'https://feeny.ai/job/technical-support-representative-mdcalc-remote-s346992afj28'
type: 'job'
last_seen: '2026-10-15'
---

# Technical Support Representative at MDCalc

- **Company:** MDCalc
- **Location:** Remote
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-29
- **Last confirmed live:** 2026-10-15
- **Apply:** https://jobs.ashbyhq.com/mdcalc/3cc324f1-b9fa-4ea1-8ab0-0a918061d1ad

## Job description

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.

## About MDCalc

## Company Overview
- **One-liner**: MDCalc provides the most trusted, evidence-based clinical decision support tools (medical calculators, algorithms, scoring systems, and guidelines) for healthcare professionals at the point of care.
- **Entity Type**: Private (Bootstrapped / Profit-generating, no disclosed venture funding)
- **Headquarters**: New York, New York, United States (Office locations at 214 Sullivan St, NY 10012 and 93 4th Ave, NY 10003)
- **Founded**: 2005
- **Founders**: Dr. Joseph Habboushe, MD, MBA and Dr. Graham Walker, MD

## Core Business
- **Primary industry**: Healthcare Information Technology / Clinical Decision Support (Hospitals and Health Care)
- **Target customers**: B2B and B2C; Primarily serves physicians, nurses, physician assistants, pharmacists, and other clinicians globally. Enterprise customers include hospitals, health systems, and medical societies.
- **Mission statement**: “To bring clarity to clinical complexity” — MDCalc’s tools are designed to reinforce, not replace, clinical judgment, supporting clinicians at every shift, decision, and patient encounter.

## Products & Services
- **MDCalc Web & Mobile Platform**: A comprehensive library of nearly 900 rigorously vetted evidence-based calculators, scoring systems, risk assessments, and guidelines across 50+ medical specialties. Features include a personalized account, saved favorites, specialized tools, and cross-device syncing.
- **Commercial Division (Launched 2023)**: Enterprise offerings for hospitals, health systems, and medical societies, including integration into clinical workflows, licensing of content and tools, and partnership with research teams and societies.
- **Clinical Content & Expert Network**: Curated, physician-authored content and “Creator Insights” (e.g., commentaries from tool creators like Dr. Phil Wells). Sustained by a community of contributing clinicians, editors, and expert reviewers.
- **Scientific Advisory Board**: Strategic guidance from elite leaders in academic evidence-based medicine and clinical decision support.

## Market Standing
- **Revenue**: Estimated annual revenue of **$4.0 million** (source: Growjo / LinkedIn data).
- **Valuation**: Not publicly disclosed.
- **Key Metric**: Used by **over 80% of clinicians in the United States** and millions globally, supporting over **one billion patient encounters** to date. Used in **over 200 countries and territories**.
- **Notable Investors/Partners**: Privately held; no external venture funding disclosed. Partners with leading medical societies, research teams, and clinical tool creators (e.g., Dr. Phil Wells).
- **Growth Signals**: **+100% YoY headcount growth** (from ~18 to 50 employees). Launched a commercial division in September 2023, hiring former Pfizer and Doximity executives to drive enterprise adoption. Active hiring with 6+ open positions as of mid-2026. LinkedIn follower growth of +92.7% YoY.

## Competitive Advantages
- **Founder-led, Clinician-built**: Founded and still led by two practicing emergency medicine physicians (Dr. Walker and Dr. Habboushe), ensuring deep clinical credibility and understanding of user needs.
- **Massive Installed Base & Trust**: The de facto standard for clinical calculators in the US (used by >80% of clinicians), creating a strong network effect and brand loyalty that is hard to replicate.
- **Rigorous Curation**: All tools pass strict criteria for evidence quality, utility, and popularity, maintaining trust with the medical community.
- **Mission-Driven & Non-Disruptive**: Explicitly designed to *reinforce* clinical judgment, not replace it (differentiation from “AI replacing doctors” narratives). Strong ethical stance via the “Physicians’ Charter for Responsible AI” (co-authored by Dr. Graham Walker).

## Strategic Focus
- **Commercial Enterprise Growth**: Monetizing the massive free user base by selling enterprise subscriptions, analytics, and workflow integrations to health systems.
- **AI in Medicine**: Leveraging clinical informatics and AI to enhance decision support, led by a Clinical AI Lead.
- **Content Expansion**: Growing the library of tools and expert content across more specialties and conditions.
- **International Expansion**: Growing presence in regions focused on evidence-based medicine (strong presence noted in Switzerland and globally).

## Why Work Here
- **Culture Highlights**: Rated **5.0/5.0** on Glassdoor (14 reviews) with scores of 5.0 for Work-Life Balance, 4.9 for Compensation, 4.9 for Culture, and 4.9 for Career opportunities. Described as mission-driven, clinician-focused, and collaborative.
- **Remote/Hybrid Policy**: Hybrid model available for NYC-based roles; some roles are fully remote (USA-based). The HQ office in New York is an onsite workspace.
- **Notable Perks & Engineering Culture**: High concentration of talent from Stanford, Columbia, Cornell, and top health systems. Small, growing team (50 people) offering significant ownership and impact. Technical team is ~19% of workforce (12 people), with an active focus on AI product development.
- **Team Recent Hires From**: Doximity, Cleveland Clinic, Stanford University School of Medicine, Columbia University, Accusoft.

## Sources
1. [mdcalc.com (About Us)](https://www.mdcalc.com/about-us)
2. [mdcalc.com (Careers)](https://www.mdcalc.com/careers)
3. [LinkedIn (MDCalc Company Page)](https://www.linkedin.com/company/mdcalc)
4. [Built In (MDCalc Company Profile)](https://builtin.com/company/mdcalc)

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