Support Specialist III

Join the team modernizing medicine at ModMed, where we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a tech entrepreneur, we adopted a “for doctors, by doctors” philosophy—hiring physicians and teaching them to code. This approach has enabled us to build an AI-enabled, specialty-specific cloud platform that places patients at the center of care.

About the role

ModMed is hiring a driven Product Support Specialist 3 to join our positive, passionate, and high-performing Client Services team. As a Product Support Specialist 3, you will serve as a technical expert and go-to escalation point for complex issues, playing a crucial role in customer retention, product feedback, and internal enablement. This position requires deep product mastery, strong cross-functional collaboration, and leadership in support of excellence at a fast-paced Healthcare IT company.

Responsibilities

• Lead complex, high-impact customer interactions with empathy, ownership, and strategic thinking.
• Conduct customer meetings independently, including deep-dive reviews and technical troubleshooting sessions.
• Build lasting customer relationships through proactive outreach and issue ownership.
• Troubleshoot advanced technical issues using logs, browser tools, APIs, and data analysis.
• Lead root cause analysis and provide insights into systemic issues and long-term solutions.
• Serve as a liaison between support, engineering, QA, and product teams for high-priority issues, product QA, and release readiness activities.
• Drive initiatives around queue management, ticket escalations, team KPIs/OKRs, and process adherence.
• Mentor and coach junior support team members through onboarding and peer shadowing.
• Develop, refine, and contribute to internal support resources, macros, workflows, and knowledge base content.

Requirements

• 3–5 years of experience in SaaS-based technical support.
• Experience within a medical practice, healthcare IT, or EMR domain is required.
• Bachelor’s degree preferred, or relevant certifications.
• If local, the ability to work onsite at our Boca Raton HQ Office 3 days a week.
• Strong expertise in product support and bug-tracking systems such as Zendesk, JIRA, and Confluence.
• Demonstrated expertise in evaluating, troubleshooting (logs, console, APIs), and following up on complex software application issues with minimal supervision.
• Exposure to software development tools and processes (e.g., Git, Postman, SQL).
• Hands-on experience participating in release testing or product QA.
• Proven track record of leadership in support environments, including mentorship, process design, or performance improvement initiatives.
• Proficiency in Google Suite and basic knowledge of Apple platforms (Mac, iPad, iOS).
• Proficiency in Windows products.
• Excellent interpersonal, verbal, and written communication skills with strong attention to detail and a bias toward action.

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs.
• Company-paid Life and Disability benefits.
• Flexible Spending Account and Employee Assistance Programs.
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed.
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning.
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), hybrid office-based roles, and remote availability for some roles.
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our Boca Raton headquarters.

Note: Valid communications from our hiring team will come from ModMed employees with a first.lastname@modmed.com email address.