NESA Technical Support Specialist (Level II)
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 tot his job Apply To this Job