Technical Customer Support Specialist

<p style="min-height:1.5em">Healthcare documentation is broken. Nestmed is fixing it with an AI platform that gives clinicians their time back.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><h2><strong>Technical Customer Support Specialist</strong></h2><p style="min-height:1.5em">Location: Remote, based in Canada (PST hours)</p><p style="min-height:1.5em">Type: Full-time</p><p style="min-height:1.5em">Team: Customer Experience</p><p style="min-height:1.5em">Compensation: CAD $80,000 - $90,000</p><h3></h3><h3><strong>What You’ll Do</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Serve as the first line of support for our users, including clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)</p></li><li><p style="min-height:1.5em">Troubleshoot user-reported issues, escalate bugs to product/engineering, and follow through on resolution</p></li><li><p style="min-height:1.5em">Triage and categorize inbound tickets to improve internal response speed and clarity</p></li><li><p style="min-height:1.5em">Translate user feedback into actionable insights to improve product usability</p></li><li><p style="min-height:1.5em">Collaborate closely with Customer Success to ensure a consistent and proactive support experience<br></p></li></ul><h3><strong>What You Bring</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">3+ years of experience in technical customer support or client-facing roles, ideally in a healthtech or healthcare SaaS company</p></li><li><p style="min-height:1.5em">Strong ability for technical troubleshooting and root cause analysis, being able to diagnose 'why' something isn't working</p></li><li><p style="min-height:1.5em">Ability to identify complex bugs and creating detailed reports for the Product and Engineering teams to fix.</p></li><li><p style="min-height:1.5em">Deep understanding of clinical workflows, home health, or EHR/EMR systems (bonus if you’ve worked with intake, charting, or QA)</p></li><li><p style="min-height:1.5em">Excellent written and verbal communication skills- you can simplify technical topics for non-technical users</p></li><li><p style="min-height:1.5em">Comfort with fast-changing environments and a bias toward action</p></li><li><p style="min-height:1.5em">Familiarity with ticketing softwares like Zendesk</p></li></ul><h3><strong>Bonus Points For</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Knowledge of HIPAA compliance, security protocols, and protected health information (PHI)</p></li><li><p style="min-height:1.5em">Experience supporting an AI or voice-based product</p></li></ul><p style="min-height:1.5em"></p><h3><strong>Why Nestmed</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Mission-driven company improving healthcare documentation at scale</p></li><li><p style="min-height:1.5em">Early-stage team with huge ownership opportunities</p></li><li><p style="min-height:1.5em">Fast-growing customer base and real-world impact</p></li><li><p style="min-height:1.5em">Work closely with product and engineering teams to shape the user experience</p></li><li><p style="min-height:1.5em">Remote opportunity, collaborative culture, and meaningful work</p></li></ul><p style="min-height:1.5em"></p><h3><strong>Interview Process</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Initial Phone Screen</p></li><li><p style="min-height:1.5em">Hiring Manager Call</p></li><li><p style="min-height:1.5em">Take Home Assessment</p></li><li><p style="min-height:1.5em">Final Round + Virtual Meet and Greet! </p></li></ul><p style="min-height:1.5em">If you’re passionate about building high-impact products that solve real-world problems, we’d love to hear from you. Apply today!</p>