Technical Customer Support Specialist

Healthcare documentation is broken. Nestmed is fixing it with an AI platform that gives clinicians their time back.In just one year, we’ve scaled to support tens of thousands of clinicians across more than a million patient visits. We're now the trusted partner for over 60 home health agencies, including 7 of the top 10 enterprises in the US.Our founding team—hailing from Stanford, YC, Google, and Meta—is backed by the founders of PayPal and Plaid to build the essential infrastructure for the future of the $500B home healthcare industry.Technical Customer Support SpecialistLocation: Remote (PST hours)Type: Full-timeTeam: Customer ExperienceCompensation: $65,000 - $75,000 + Great health benefits - healthcare, dental, and visionWhat You’ll DoServe as the first line of support for our users, including clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)Troubleshoot user-reported issues, escalate bugs to product/engineering, and follow through on resolutionTriage and categorize inbound tickets to improve internal response speed and clarityTranslate user feedback into actionable insights to improve product usabilityCollaborate closely with Customer Success to ensure a consistent and proactive support experienceWhat You Bring3+ years of experience in technical customer support or client-facing roles, ideally in a healthtech or healthcare SaaS companyStrong ability for technical troubleshooting and root cause analysis, being able to diagnose 'why' something isn't workingAbility to identify complex bugs and creating detailed reports for the Product and Engineering teams to fix. Deep understanding of clinical workflows, home health, or EHR/EMR systems (bonus if you’ve worked with intake, charting, or QA)Excellent written and verbal communication skills- you can simplify technical topics for non-technical usersComfort with fast-changing environments and a bias toward actionFamiliarity with ticketing softwares like ZendeskBonus Points ForKnowledge of HIPAA compliance, security protocols, and protected health information (PHI)Experience supporting an AI or voice-based productWhy NestmedMission-driven company improving healthcare documentation at scaleEarly-stage team with huge ownership opportunitiesFast-growing customer base and real-world impactWork closely with product and engineering teams to shape the user experienceRemote opportunity, collaborative culture, and meaningful workInterview ProcessInitial Phone ScreenHiring Manager CallTake Home AssessmentFinal Round + Virtual Meet and Greet! If you’re passionate about building high-impact products that solve real-world problems, we’d love to hear from you. Apply today!Compensation Range: $60K - $75K