Remote HealthTech Support Specialist

Nestmed, Inc.; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Nestmed is seeking a remote Technical Support Specialist to assist clinicians, staff, and admins via Zendesk, with EST hours. You’ll triage and resolve day-to-day issues, escalate product concerns to engineering, and work with product and CS to enhance the enterprise user experience.

You will engage time-pressed clinicians, translate technical issues into plain language, and maintain calm under heavy queues while delivering consistent support quality.

Qualifications

• 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 talking down to them
• 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
• This role is for someone who has flexibility and is open to working Canada/US statutory holidays.

Responsibilities

• Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone).
• Resolve the full range of day-to-day issues: password resets, audio file transfers, app restarts, login errors, and account configuration.
• Identify, document, and elevate product issues to engineering with enough context to accelerate resolution.
• Manage inbound volume with disciplined categorization and prioritization.
• Support users who are time-pressed, non-technical, and often mid-patient-care when something breaks.
• Surface patterns from recurring user pain points and translate them into actionable insights for product.

Skills

Technical support

Troubleshooting

Clinical context

Communication

Operational discipline

Zendesk

Flexible holidays

Tools

Zendesk

Job description

Nestmed is seeking a remote Technical Support Specialist to assist clinicians, staff, and admins via Zendesk, with EST hours. You’ll triage and resolve day-to-day issues, escalate product concerns to engineering, and work with product and CS to enhance the enterprise user experience.

You will engage time-pressed clinicians, translate technical issues into plain language, and maintain calm under heavy queues while delivering consistent support quality.