Technical Customer Support Specialist
About the role
Nestmed is revolutionizing healthcare documentation through an AI platform designed to give clinicians their time back. In just one year, we've grown to support tens of thousands of clinicians across millions of patient visits, becoming a trusted partner for over 60 home health agencies, including seven of the top ten enterprises in the U.S.
Compensation
$60,000 - $75,000 + Great health benefits - healthcare, dental, and vision
What You’ll Do
First-Line Support — Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone).
Operational Troubleshooting — Resolve the full range of day-to-day issues: password resets, audio file transfers, app restarts, login errors, and account configuration.
Technical Escalation — Identify, document, and escalate product issues to engineering with enough context to accelerate resolution.
High-Volume Triage — Manage inbound volume with disciplined categorization and prioritization. Maintain response quality even when the queue is heavy.
Clinician Empathy — Support users who are time-pressured, non-technical, and often mid-patient-care when something breaks. Patience, tone, and the ability to de-escalate matter as much as your technical skills. Kindness is a job requirement here.
Feedback & Collaboration — Surface patterns from recurring user pain points and translate them into actionable insights for product. Partner with the Customer Success team to deliver a consistent, proactive support experience, especially across our enterprise agency clients.
What You Bring
3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS
Troubleshooting instincts — you diagnose the why behind an issue, not just the symptom, and you document it clearly enough for engineering to act on
Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
Communication range — you can translate a technical issue into plain language for a nurse on a time crunch without making them feel talked down to
Operational steadiness — you stay organized and clear-headed in a fast-moving queue, and you default to action over deliberation
Zendesk proficiency — or comparable ticketing platform; you're not learning this on the job
Bonus Points
Knowledge of HIPAA compliance, security protocols, and protected health information (PHI)
Experience supporting an AI or voice-based product
Why Nestmed
Mission-driven company improving healthcare documentation at scale
Early-stage team with huge ownership opportunities
Fast-growing customer base and real-world impact
Work closely with product and engineering teams to shape the user experience
Remote opportunity, collaborative culture, and meaningful work
Interview Process
Initial Phone Screen
Hiring Manager Call
Take Home Assessment
Final Round + Virtual Meet and Greet!