Job Overview
Location
Pacific Standard Time (Canada)
Job Type
Full-time
Category
Customer Support
Date Posted
June 24, 2026
Full Job Description
đź“‹ Description
- • Technical Customer Support Specialist at Nestmed, a mission-driven healthcare AI company fixing broken documentation to give clinicians their time back, supporting tens of thousands of clinicians across over a million patient visits and partnering with over 60 home health agencies including 7 of the top 10 US enterprises.
- • Own first-line support for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone), handling password resets, audio file transfers, app restarts, login errors, and account configuration while maintaining calm, speed, and clear communication under pressure.
- • Identify, document, and escalate product issues to engineering with sufficient context for rapid resolution, ensuring follow-through until the user sees a fix, not just ticket handoff.
- • Manage high-volume inbound tickets with disciplined triage, prioritization, and categorization, maintaining response quality even during peak loads while demonstrating empathy for time-pressed, non-technical users mid-patient care.
- • Surface recurring user pain points to inform product improvements and collaborate with Customer Success to deliver proactive, consistent support, especially for enterprise agency clients.
- • Work within a remote-first team based in Canada (PST hours) with CAD $80,000–$90,000 compensation, contributing to a fast-growing impact in the $500B home healthcare industry backed by founders of PayPal and Plaid.
- • Learn to translate technical issues into plain language for nurses and clinicians, deepen understanding of home health workflows and EHR/EMR systems, and grow expertise in HIPAA, PHI, and AI/voice-based product support.
- • Achieve ownership in shaping user experience by partnering closely with product and engineering teams, gaining influence in an early-stage startup with significant growth trajectory.
🎯 Requirements
- • 3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS
- • Proven troubleshooting instincts — ability to diagnose root causes, not just symptoms, and document issues clearly for engineering teams
- • Proficiency with Zendesk or comparable ticketing platforms; not learning on the job
- • Strong communication skills — able to translate technical concepts into plain language for non-technical, time-pressed users without condescension
- • Operational steadiness — remains organized, clear-headed, and action-oriented in high-volume, fast-moving support queues
🏖️ Benefits
- • Mission-driven work improving healthcare documentation at scale with real-world impact on clinician productivity and patient care
- • Early-stage ownership opportunities in a fast-growing company backed by prominent investors (PayPal, Plaid founders)
- • Remote work flexibility based in Canada (PST hours) with collaborative culture and meaningful engagement
- • Direct collaboration with product and engineering teams to shape user experience and influence product direction
- • Competitive compensation range of CAD $80,000–$90,000
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Nestmed Sp. z o.o.
Nestmed is a Polish medical device manufacturer that designs and produces single-use surgical instruments and kits for laparoscopy, gynecology, urology and general surgery. Operating from its ISO 13485-certified facility in RzeszĂłw, the company offers sterile-packed instruments including trocars, graspers, scissors and suction-irrigation sets, emphasizing safety, precision and cost efficiency for hospitals and clinics across Europe.
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