About the role

Technical support specialist helping clinicians use Nestmed’s AI healthcare documentation platform. Troubleshooting high-volume support issues and escalating product insights to engineering.

Responsibilities

Own first-line support for clinicians, staff, and admins via Zendesk, including email, chat, tickets, and phone
Resolve day-to-day issues such as password resets, audio file transfers, app restarts, login errors, and account configuration
Identify, document, and escalate product issues to engineering with sufficient context
Follow through on escalated issues until users see a fix
Manage inbound support volume through categorization and prioritization
Maintain response quality during periods of high ticket volume
Support time-pressured, non-technical users during patient care
De-escalate user concerns with patience and clear communication
Surface recurring user pain points as actionable product insights
Partner with Customer Success to deliver a consistent, proactive support experience for enterprise agency clients

3+ years of experience in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS
Direct experience supporting non-technical end users in a high-volume environment
Ability to diagnose the underlying cause of issues, not just symptoms
Ability to document issues clearly enough for engineering to act on them
Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
Ability to explain technical issues in plain language to nurses under time pressure
Ability to stay organized and clear-headed in a fast-moving support queue
Zendesk proficiency or experience with a comparable ticketing platform
Knowledge of HIPAA compliance, security protocols, and protected health information (PHI) is a bonus
Experience supporting an AI or voice-based product is a bonus
Must be based in Canada
Must be comfortable working 10 am to 6 pm PST, Friday to Tuesday