Technical Customer Support Specialist

About the role

Nestmed is building an AI platform to simplify healthcare documentation and return time to clinicians. We are seeking a support specialist to manage incoming requests and ensure our users receive prompt, clear assistance. In this capacity, you will own the end-to-end resolution of user inquiries while maintaining a high standard of professionalism. You will act as the trusted point of contact for clinicians and administrators navigating our platform. The role requires a balance of technical aptitude and empathetic communication to guide users through complex situations. You will play a key part in translating user feedback into actionable insights for the product team. This position is critical for driving customer satisfaction and retention in a fast-growing environment.

Key facts

What you'll do

• Serve as the primary contact for clinicians and administrators using email, chat, phone, and ticketing systems to address their technical needs.
• Handle routine technical tasks such as account configuration, login troubleshooting, and file transfer assistance with accuracy and speed.
• Document and escalate complex product issues to the engineering team with detailed context to facilitate efficient debugging and resolution.
• Manage high-volume queues while maintaining high standards for response quality to ensure every user receives timely support.
• Communicate technical solutions to non-technical users with patience and clarity, avoiding jargon and focusing on understanding.
• Identify recurring user issues and share these insights with the product team to improve the platform and enhance the user experience.
• Monitor system status and user feedback to proactively detect potential issues before they impact a broader set of users.
• Collaborate with cross-functional partners to align on best practices and standard procedures for handling support cases.
• Utilize internal knowledge bases and runbooks to resolve inquiries consistently and in line with company standards.
• Track key support metrics and contribute to reports that highlight trends, performance, and areas for improvement.

Requirements

• 3+ years of experience in technical customer support or a client-facing role, preferably within healthcare SaaS or healthtech to understand the industry context.
• Proven ability to manage high-volume support queues and perform effective triage to prioritize tasks based on urgency and impact.
• Proficiency with Zendesk or similar ticketing platforms to log, track, and close cases in a structured manner.
• Ability to diagnose root causes of technical issues and provide clear documentation for engineering to enable faster fixes.
• Experience supporting non-technical end users in fast-paced environments where clarity and patience are essential.
• Strong written and verbal communication skills to articulate solutions in a way that is easily understood by diverse audiences.
• A methodical approach to problem-solving, including the ability to follow steps, reproduce issues, and verify outcomes systematically.
• Familiarity with data privacy and security concepts to handle sensitive information in accordance with regulatory standards.

Nice to have

• Familiarity with HIPAA compliance, security protocols, and handling protected health information to ensure responsible data practices.
• Experience working with AI or voice-based technology products to better relate to emerging tools in the healthcare space.
• Prior knowledge of home health workflows or electronic medical record systems to quickly grasp domain-specific terminology and processes.

Practical notes

• The position is fully remote but requires availability during Pacific Standard Time hours to align with team and user needs.
• The interview process consists of a phone screen, a hiring manager call, a take-home assessment, and a final round to evaluate both technical and interpersonal skills.
• Benefits include health, dental, and vision insurance to support overall well-being.

This role is ideal for a detail-oriented professional who thrives in dynamic settings and is passionate about improving healthcare through technology. You will contribute directly to the success of a mission-driven product by ensuring users can rely on the platform when it matters most. The position offers opportunities for growth within the Customer Success team as you master new tools and refine your support strategies. If you are committed to delivering excellent service and enjoy solving complex problems, this position provides a meaningful way to make an impact.