Technical Support Engineer

About Us

LifeMD is a leader in virtual primary care, headquartered in NYC, and we're redefining how healthcare meets technology. Our vertically integrated digital care platform powers telemedicine, laboratory services, and pharmacy solutions, serving over 200 conditions across all 50 states.

At the heart of this transformation is our team of 50+ talented developers, engineers, and tech innovators building state-of-the-art systems that make healthcare smarter, faster, and more accessible. From architecting scalable backend systems to crafting intuitive user experiences, we are pushing boundaries every day.

Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company—it’s a tech company revolutionizing healthcare.

If you're passionate about building impactful technology, solving complex challenges, and seeing your code change lives, LifeMD is the place to grow, innovate, and make a difference.

Join us and let's build the future of healthcare—together. 🚀

About the Role:

We are seeking a talented and driven First Level Support Engineer to provide first-line technical support to end-users, resolve basic technical issues, and escalate complex problems to the Technical Escalation Manager. The ideal candidate will also have hands-on experience with Jira Service Management, Notion, MongoDB, and a proactive approach to handling tickets while educating the end user.

As a First Level Support Engineer, you'll collaborate closely with cross-functional teams, contribute to both front-end and back-end debugging as necessary for ticket resolution, and play a key role in delivering seamless user experiences.

Key Responsibilities:

• Provide first-line support to end-users via phone, email, or chat, assisting with hardware, software, network, and system-related issues
• Diagnose and resolve basic technical issues related to operating systems, applications, and hardware
• Create and manage support tickets in the Jira ticketing system, ensuring all incidents and service requests are logged, prioritized, and tracked to resolution
• Offer guidance to users on IT-related best practices and solutions to common technical issues
• Effectively manage multiple support tickets simultaneously
• Collaborate with other cross-functional teams to improve processes, enhance system performance, and implement preventive maintenance
• Ensure all support tasks are completed in accordance with SLAs (Service Level Agreements)

Requirements

Basic Qualifications:

• 1+ years of professional experience as a First Line Help Desk Support or similar role

• Basic knowledge of networking principles, such as TCP/IP, DNS, DHCP, VPN, etc.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users

Preferred Qualifications:

• Hands-on experience with Jira Service Management and Confluence
• Certification in CompTIA A+, ITIL, or other IT support-related certifications
• Strong customer service orientation and patience when dealing with end-users
• Strong problem-solving skills and attention to detail

Benefits

• Salary Range: $60,000-70,000
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401K, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Unlimited PTO Policy
• Paid Holidays
• Short Term & Long Term Disability
• Training & Development