Support Specialist III

Join the Team Modernizing Medicine At ModMed , we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When You Join ModMed, You’re Joining An Award-winning Team Recognized For Innovation And Employee Satisfaction. From Our Global Headquarters In Boca Raton Florida, And Extensive Employee Base In Hyderabad India, We Are a Team Of 4,500+ Passionate Problem-solvers On a Mission To Increase Medical Practice Success And Improve Patient Outcomes Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year Job Description Summary 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. You will not only resolve the toughest support challenges but also actively contribute to improving systems, training, and processes at a fast-paced Healthcare IT company that is truly Modernizing Medicine! Your Role 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. Skills & 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. ModMed Benefits Highlight: At ModMed , we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of 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 with ModMed, 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 BRIC headquarters. United States 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 with ModMed, 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 BRIC headquarters. #J-18808-Ljbffr