> Markdown version of [/jobs/ext/2715053-product-support-specialist-3](https://www.wearedevelopers.com/jobs/ext/2715053-product-support-specialist-3). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Specialist 3 - **Company:** Modernizing Medicine, Inc. - **Location:** Boca Raton, FL, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Data Analysis, Apple IOS, Software Applications, Confluence, JIRA, Health Informatics, Bug Tracking Systems, Software as a Service, Queue Management Systems, Software Tools, SQL Databases, Macros, Postman, Git, Gsuite, Zendesk - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/support-specialist-iii-modernizing-medicine-inc-9616433 ## About the Role * 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. ## Description 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. ## Related Videos - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [How a Small Team Shrank a Microsoft Monorepo by 94%](https://www.wearedevelopers.com/videos/1236-how-a-small-team-shrank-a-microsoft-monorepo-by-94) - [How to Build Truly Production-ready Apps - Modern JS-based SaaS Stack for Indie Devs and Small Teams](https://www.wearedevelopers.com/videos/246-how-to-build-truly-production-ready-apps-modern-js-based-saas-stack-for-indie-devs-and-small-teams) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Git for Code Reviews](https://www.wearedevelopers.com/videos/429-git-for-code-reviews) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [A Guide to Choosing the Right Tools for App Developers](https://www.wearedevelopers.com/magazine/391-a-guide-to-choosing-the-right-tools-for-app-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)