Technical Customer Support Specialist

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 escalate 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