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 SpecialistLocation: Remote, based in Canada (EST hours)
Type: Full-time
Team: Customer Experience
Compensation: CAD $80,000 - $90,000
What You’ll DoServe 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
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
Knowledge of HIPAA compliance, security protocols, and protected health information (PHI)
Experience supporting an AI or voice-based product
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
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!
Skills Required
- 3+ years of experience in technical customer support or client-facing roles, ideally in healthtech or healthcare SaaS
- Based in Canada and available to work EST hours
- Strong technical troubleshooting and root cause analysis skills
- Ability to identify complex bugs and create detailed reports for Product and Engineering
- Excellent written and verbal communication skills; able to simplify technical topics for non-technical users
- Comfort with fast-changing environments and a bias toward action
- Familiarity with ticketing software such as Zendesk
- Deep understanding of clinical workflows, home health, or EHR/EMR systems
- Knowledge of HIPAA compliance, security protocols, and protected health information (PHI)
- Experience supporting an AI or voice-based product
What We Do
Nestmed is the leader in AI documentation for home health. Nestmed records audio for all visit types and completes documentation in real time, freeing clinicians to focus on patients. Agencies on Nestmed increase overall productivity by over 20% and improve retention. Advanced AI-driven explanations enable staff to ensure charts are accurate, high-quality, and defensible.
