Resolution Support Representative

Resolution Support Representative

Who we are

We’re doxy.me (doc-see-me), the world's most loved telemedicine solution, and we're on a mission to connect the world to the future of healthcare.

We believe that cost and complexity should never be a barrier to telemedicine. That’s why we created a simple, free, and secure telemedicine platform. Since 2013, we’ve grown to more than 1 million healthcare providers from 180+ countries who have clocked over 8 billion minutes of telemedicine sessions to date.

Our goal is to deliver the future of healthcare to every patient and healthcare professional on earth. Help us get there by joining our team of innovators, dreamers, and doers.

We’re a remote-first company with regional hubs for in-person collaboration (Austin, TX, Boston, MA, Charleston, SC, Rochester, NY, Salt Lake City, UT, London, UK) on an infrequent basis.

Who you are

We’re seeking a motivated and customer service-oriented Resolution Support Representative to provide accurate and timely technical support to our end users via telephone, email, chat support software. You will be responsible for troubleshooting & resolving level 1 (eventually level 2) desktop and user issues, escalating to your manager or our resolution support desk if needed.

Responsibilities

• Act as the primary point of contact for customer support issues, handling first and second-level tickets via chat, email, and phone (we use Intercom!)

• Diagnose and troubleshoot technical issues, including malfunctioning cameras, microphones, media permissions, A/V drivers, web browser conflicts, and basic computer subsystem failures

• Apply working knowledge of WebRTC and modern video web applications to assist with telemedicine-specific video call issues

• Analyze data from tools such as DataDog, Vonage, Twilio, Stripe and SigmaComputing to identify common patterns and assist with troubleshooting

• Provide support to customers by resolving billing inquiries and addressing questions related to product features

• Escalate unresolved or complex issues to Tier 3 with clear, detailed documentation to ensure efficient handoff (a proactive break/fix mentality is a plus!)

• Maintain accurate records of troubleshooting steps and resolutions to improve cross-team knowledge sharing

• Consistently meet and exceed key support performance metrics, including first response time, average response time, and time-to-close, while balancing thorough technical investigation with an exceptional customer experience

• Provide the highest level of customer support by combining deep technical expertise with empathetic communication, ensuring every user feels heard, understood, and valued

What You Bring

• 3–5 years of technical support or help desk experience (SaaS or telehealth experience a plus)

• Bachelor’s degree in Computer Science or a related field preferred

• Relevant IT certifications such as CompTIA A+ or Network+ preferred

• Quiet, secure home office with reliable high-speed internet (50+ Mbps down / 10+ Mbps up) and a distraction-free environment

• Strong verbal and written communication skills, with the ability to explain technical solutions clearly, diplomatically, and confidentially

• Proven technical troubleshooting expertise with hardware, software, network, and connectivity issues across Windows, MacOS, Android, and iOS

• Strong understanding of modern internet infrastructure, including TCP/IP, packet flow, latency, bitrate, and throughput, with the ability to diagnose and explain complex network performance issues

• Analytical problem-solver who can think outside the box, identify root causes, and maintain a keen eye for detail

• Familiarity with SaaS environments and experience using tools such as Datadog, Sigma or Tableau, Git, and APIs (nice to have)

• Exposure to AI-driven support tools, including ChatGPT, large language models (LLMs), and conversational AI platforms such as Intercom’s Fin (nice to have)

What we can offer you

We are committed to giving you the tools you need to do your best work. We will take care of the little things so you can do what you do best without having to worry about all of that other stuff. Here is a taste of what you can expect: 

• Unlimited PTO

• A fun, flexible work environment (work from home or on location at one of our regional hubs)

• Competitive Salary

• Paid trainings and certifications

• Advancement opportunities in a growing company

• Medical, Vision, and Dental insurance

• 401k match

• Company equipment (inc. latest laptop) + $500 spending allowance on equipment you can keep

• A great, supportive culture

Interview process

• 1st stage - Chat with our internal recruiter

• 2nd stage - Hiring Manager interview

• 3rd stage - Meet the Team

Additional information

• Our product: 

  • Doxy.me: The simple, free, and secure telemedicine solution currently used by over 1,000,000 doctors worldwide and helping over 350,000 patients/day. 

• Our team: technologists, academics, researchers, and innovators from all over the world. English is the language used in all internal communication.

• To ensure HIPAA compliance we perform background checks after extending a job offer