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NESA Technical Support Specialist (Level II)

NESA Solutions
Remote

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Job Details

Benefits

Dental insurance
Vision insurance

Qualifications

Customer communication
Bug Reporting (Quality assurance practices)
Customer support ticket management
Log analysis
Ticketing system technical support

Full Job Description

Join Our Team

Ready to help us enable virtual care?

At Nesa, we offer exciting career opportunities that involve transforming the healthcare landscape through virtual care.

Join our team and be part of a dynamic organization dedicated to revolutionizing healthcare delivery for a brighter and more accessible future.

NESA Technical Support Specialist (Level II)

Nesa | Healthcare Technology | Remote

Nesa is transforming how health systems worldwide deliver patient care. At a time when hospitals face critical clinician shortages and growing access challenges, we’ve built the only Epic-native visual platform that brings specialists, nurses, and care teams to every bedside—instantly.

We’re solving two of healthcare’s most urgent crises simultaneously: workforce shortages and access to specialized care. Whether it’s a virtual nurse supporting bedside teams across 40+ rooms, a tele-stroke neurologist reaching rural EDs within minutes, or NICU specialists monitoring high-risk infants remotely, our platform makes expert care universally accessible.

With customers across the United States and Europe, we’re proving that when you solve critical problems the right way with the right technology, health systems become partners for life. As healthcare leaders worldwide reimagine care delivery models, we’re at the forefront of this transformation—and we’re just getting started.

If you want to work on technology that directly extends clinical teams, improves patient outcomes, and makes expert care accessible regardless of geography, this is your opportunity to join us at a pivotal growth stage.

Nesa Today: As a high-growth company, you’ll be building our technical support function from the ground up. This means creating processes, defining best practices, and establishing the systems that will scale with us. If you thrive in environments where you can shape how things are done rather than following established playbooks, this role offers an exceptional opportunity for impact and ownership.

A Note on This Role

As a Level II Technical Support Specialist, you’ll handle escalated issues, complex troubleshooting, and serve as a technical resource for both customers and internal teams. You’ll be instrumental in building our support infrastructure and establishing the technical standards that will define Nesa’s customer experience.

If you enjoy solving complex problems, understanding technical systems deeply, and building scalable support processes, this role offers significant responsibility and growth potential.

The Role

We’re looking for a Technical Support Specialist (Level II) to handle escalated technical issues and complex customer inquiries. You’ll diagnose system issues, guide customers through advanced troubleshooting, collaborate with engineering on bug resolution, and help establish our technical support best practices. This role is critical to maintaining Nesa’s reputation for exceptional, technically-proficient customer support.

You’ll work closely with our Customer Success, Implementation, Product, and Engineering teams, reporting to the VP of Customer Success.

What You’ll Do

Advanced Technical Support & Issue Resolution

Handle escalated tickets requiring deeper technical investigation and troubleshooting
Diagnose integration issues, configuration problems, and system errors
Read and interpret basic logs, error messages, and system outputs
Perform root cause analysis and document technical findings
Maintain response times within Level II SLAs (1-hour initial response for critical issues)

Technical Documentation & Knowledge Management

Create and maintain technical documentation for common issues and resolutions
Develop troubleshooting guides and runbooks for Level I support
Document product bugs, enhancement requests, and technical patterns
Contribute to customer-facing knowledge base articles

Cross-Team Collaboration

Work directly with Engineering to reproduce and diagnose reported bugs
Partner with Implementation team on configuration and setup issues
Provide technical input to Customer Success for strategic accounts
Participate in technical discussions about product improvements

System & Integration Support

Support Epic integration troubleshooting within defined parameters
Assist with basic API and HL7 interface questions
Guide customers through configuration changes and system settings
Understand NESA’s technical architecture to provide informed support

What You Bring

Required

2-4+ years in technical support, preferably in healthcare IT or enterprise SaaS
Demonstrated ability to troubleshoot complex technical issues
Experience reading logs, error messages, and basic system diagnostics
Strong written and verbal technical communication skills
Ability to translate technical concepts for non-technical audiences
Experience with ticketing systems and SLA management
Self-directed problem solver comfortable in remote environments
Based in Central Time, Mountain Time or Pacific Time for coverage needs

Preferred

Deep experience with Epic systems, workflows, and integrations
Understanding of HL7, APIs, or healthcare interoperability standards
Previous experience in a Level II or escalation support role
Familiarity with video/streaming technologies
Experience building support processes in growing companies
Healthcare IT or clinical technology background

Why Join NESA

Category-defining, Epic-native platform
Direct impact on patient care and clinical outcomes
Shape technical support operations from the ground up
Remote-first environment with collaborative culture
Work with cutting-edge healthcare technology
Clear growth path to senior technical roles

Compensation & Benefits

Competitive salary commensurate with experience
Performance-based bonus
Comprehensive health, dental, and vision benefits
Remote-first culture with flexibility

Location

Remote (Central, Mountain, or Pacific Time preferred)

To Apply

Please submit your resume and a brief cover letter highlighting your technical support experience and specific examples of complex issues you’ve resolved. Send applications to [email protected].

Nesa is an equal opportunity employer committed to building a diverse team.

Apply Now

Refine Your Search

specialized technical expert ii jobs

NESA Technical Support Specialist (Level II)

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