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Technical Customer Support Specialist
Nestmed
Vancouver, CAN
Full Time
Mid
Remote
Yesterday
ZendeskTechnical TroubleshootingCustomer SupportHealthcare SaaSEHR/EMRHIPAA
Free
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ZendeskTechnical TroubleshootingCustomer Support
About the Role
Nestmed is hiring a Technical Customer Support Specialist to provide first-line support for clinicians using their AI platform for healthcare documentation. The role involves troubleshooting, triaging, and escalating issues via Zendesk.
Key Skills for This Role
ZendeskTechnical TroubleshootingCustomer SupportHealthcare SaaSEHR/EMRHIPAA
Responsibilities
- Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)
- Resolve day to day issues: password resets, audio file transfers, app restarts, login errors, and account configuration
- Identify, document, and escalate product issues to engineering with enough context to accelerate resolution
- Manage inbound volume with disciplined categorization and prioritization
- Support users who are time pressured, non technical, and often mid patient care; demonstrate patience, tone, and de escalation
- Surface patterns from recurring user pain points and translate them into actionable insights for product
- Partner with Customer Success team to deliver consistent, proactive support experience
Requirements
- 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 document it clearly
- Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
- Communication range — ability to translate technical issues into plain language for non technical users
- Operational steadiness — stay organized and clear headed in a fast moving queue
- Zendesk proficiency — or comparable ticketing platform
Full Job Posting
Company Overview
- Nestmed is fixing healthcare documentation with an AI platform that gives clinicians their time back.
- We've scaled to support tens of thousands of clinicians across more than a million patient visits in one year.
- We are trusted by over 60 home health agencies, including 7 of the top 10 enterprises in the US.
- Our founding team hails from Stanford, YC, Google, and Meta, backed by founders of PayPal and Plaid.
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 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.
- Clinician Empathy: Support users who are time pressured, non technical, and often mid patient care; patience, tone, and de escalation matter.
- Feedback & Collaboration: Surface patterns from recurring user pain points and translate them into actionable insights for product.
- Partner with Customer Success team to deliver consistent, proactive support experience.
What You Bring
- 3+ years in technical customer support or a client facing role, ideally in healthtech or healthcare SaaS.
- Troubleshooting instincts — diagnose the why behind an issue, not just the symptom, and document clearly.
- Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus.
- Communication range — translate technical issues into plain language for a nurse on a time crunch.
- Operational steadiness — stay organized and clear headed in a fast moving queue.
- Zendesk proficiency — or comparable ticketing platform.
Bonus Points For
- 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 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!
Compensation Range
- CAD 80,000 CAD 90,000
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