Technical Customer Support Specialist

Nestmed, Inc.; Canada; On-site; CAD 80,000 - 90,000; Full time

Job summary

Nestmed, Inc. is seeking a customer-facing support specialist to help clinicians and staff using our AI-driven platform. You will be the first line of contact, handling inquiries via Zendesk and guiding users through quick fixes while keeping calm under pressure.

You will triage issues, escalate where necessary, and partner with product and engineering to deliver a reliable, empathetic experience for healthcare professionals. This remote Canada-based role offers PST-friendly hours.

Qualifications

• 3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS.
• Experience using Zendesk or similar ticketing platforms.
• Ability to triage and diagnose issues quickly in a high-volume queue.
• Strong communication skills to explain technical concepts to clinicians.
• Familiarity with EHR/EMR workflows is a plus.
• HIPAA or PHI awareness is beneficial in a healthcare setting.

Responsibilities

• First-Line Support — handle clinician, staff, and admin inquiries via Zendesk (email, chat, tickets, phone).
• Operational Troubleshooting — resolve password issues, file transfers, app restarts, login errors, and configuration tasks.
• Technical Escalation — document and escalate product issues to engineering with enough context to speed resolution.
• High-Volume Triage — manage inflow with disciplined categorization and prioritization.
• Clinician Empathy — communicate clearly with time-pressured, non-technical users; de-escalate when needed.
• Feedback & Collaboration — surface patterns to inform product and partner with Success teams.

Skills

Zendesk proficiency

Technical support

Healthcare SaaS

Communication

Ticket triage

Remote work

Job description

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.

Location: Remote, based in Canada (PST hours)

Schedule: 10 am to 6 pm PST, Friday to Tuesday

Compensation: CAD $80,000 - $90,000

What You’ll Do

First-Line Support — Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone). You're often the first voice a frustrated user hears mid-shift, that responsibility shapes how you show up every day.

Operational Troubleshooting — Resolve the full range of day-to-day issues: password resets, audio file transfers, app restarts, login errors, and account configuration. Most tickets aren't deep bugs, they're fast fixes that require speed, calm, and clear communication.

Technical Escalation — Identify, document, and elevate product issues to engineering with enough context to accelerate resolution. You own follow-through until the user sees a fix, not just until the ticket is handed off.

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.

The non-negotiable bar: You have direct experience supporting non-technical end users in a high-volume environment and you're genuinely good at it. You don't lose your patience when the same question comes in for the tenth time that day. You've worked a support queue before, you know what good triage looks like.

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 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 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!

If you’re passionate about building high-impact products that solve real-world problems, we’d love to hear from you.