SaaS Customer 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

An aging population and patients who would rather be cared for at home are driving demand for home-based care. Meeting that demand is the hard part: margins are narrow, labor costs keep rising, and clinicians carry an administrative burden unlike any other care setting. Nestmed is the AI platform fixing that — giving clinicians their time back and their organizations the capacity to care for more patients.

More than 23,000 clinicians use Nestmed to complete over 25 million visits a year, and we are trusted by many of the largest organizations in home health and hospice. We started with ambient documentation and have been expanding to support further healthcare operations, such as coding and quality review.

Our founding team — from Stanford, YC, Google and Meta — is building the essential infrastructure for the future of home-based care.

Location: Remote, based in US (EST hours)

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

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
• Take Home Assessment
• Final Round + Virtual Meet and Greet!