Technical Customer Support Specialist at Nestmed

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

75000.0

Posted On

16 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Root Cause Analysis, Bug Escalation, Ticket Triage, User Feedback Translation, Communication, HIPAA Compliance, PHI Knowledge, Zendesk

Industry

Hospitals and Health Care

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. Technical Customer Support Specialist Location: Hybrid Type: Full-time Team: Customer Experience Compensation: $60,000 - $75,000 + Great health benefits - healthcare, dental, and vision What You’ll Do Serve as the first line of support for our users, including clinicians, staff, and admins via Zendesk (email, chat, tickets, phone) Troubleshoot user-reported issues, escalate bugs to product/engineering, and follow through on resolution Triage and categorize inbound tickets to improve internal response speed and clarity Translate user feedback into actionable insights to improve product usability Collaborate closely with Customer Success to ensure a consistent and proactive support experience What You Bring 3+ years of experience in technical customer support or client-facing roles, ideally in a healthtech or healthcare SaaS company Strong ability for technical troubleshooting and root cause analysis, being able to diagnose 'why' something isn't working Ability to identify complex bugs and creating detailed reports for the Product and Engineering teams to fix. Deep understanding of clinical workflows, home health, or EHR/EMR systems (bonus if you’ve worked with intake, charting, or QA) Excellent written and verbal communication skills- you can simplify technical topics for non-technical users Comfort with fast-changing environments and a bias toward action Familiarity with ticketing softwares like Zendesk 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. Apply today!

Responsibilities

The specialist will serve as the first line of support for users via multiple channels like email, chat, and phone, troubleshooting issues and escalating bugs to the product and engineering teams for resolution. They will also be responsible for triaging tickets and translating user feedback into actionable insights to enhance product usability.