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: Remote (PST hours)
Type: Full-time
Team: Customer Experience
Compensation: $65,000 - $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!
3+ years technical customer support experience, strong troubleshooting and root-cause analysis, Zendesk familiarity, knowledge of clinical workflows or EHR/EMR, excellent written and verbal communication.
Key Responsibilities
- serving support
- troubleshooting issues
- triaging tickets
Skills & Tools
Zendesk, EHR, EMR
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 65,000 – 75,000 / year
- Languages: English
About Nestmed
A company building an AI platform to improve clinical documentation and give clinicians time back. — Industry: Healthcare