Technical Support Agent

Nsight Health

3d•Remote

About The Position

Nsight Health is transforming how care is delivered through Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Behavioral Health Integration (BHI). We empower healthcare providers to manage chronic conditions using real-time data, AI-enabled technology, and 24/7 clinical support. Our HIPAA-compliant platform connects patients and care teams nationwide—improving outcomes, adherence, and peace of mind. Join a fast-growing, mission-driven team that blends healthcare and technology to make a measurable difference in people’s lives. Nsight Health — Where Technology Meets Compassion. We’re seeking a Technical Support Agent to serve as the first line of triage for internal and external issues related to our proprietary software. You will play a key role in resolving technical inquiries, investigating bugs, documenting product feedback, and escalating issues to our development team when necessary. This role requires strong communication skills, comfort with technical tools, and a proactive approach to product knowledge. You’ll be the glue between product, development, support, and our clients.

Requirements

2+ years experience in technical support, product support, or application support role (preferably healthcare tech)
Experience working with APIs and webhooks, including the ability to troubleshoot integration issues, and communicate effectively
Familiarity with bug reporting, ticketing tools, and collaboration platforms (e.g., Jira, Confluence, Slack)
Ability to clearly explain technical concepts to both technical and non-technical audiences
Experience working with QA, developers, and product teams on issue reproduction and resolution
Self-starter with strong organizational skills and attention to detail
Comfort working in a startup-paced, remote-first environment
Proficient in Google Workspace (Gmail, Google Meet, Docs, Sheets, Slides, Gemini, etc) with the ability to collaborate, communicate, and manage documentation efficiently in a cloud-based environment
Demonstrate strong troubleshooting skills by identifying root causes and asking targeted, effective questions to gather relevant information
Exhibit exceptional customer service skills with patience, empathy, and professionalism when supporting users of varying technical abilities
Thrive in a collaborative team environment, contributing effectively while maintaining accountability for individual responsibilities

Nice To Haves

Exposure to remote patient monitoring, EHR integration, or healthcare interoperability (not required, but recommended
Comfortable working in Jira and Confluence environments to manage tickets and document processes
Experience using HubSpot or other CRMs for managing customer support inquiries and tracking client communications.
Basic knowledge of EHR systems is a strong plus
Highly organized and able to multi-task

Responsibilities

Serve as the primary point of contact for incoming technical issues related to our product from staff, clients, and partners
Complete outbound support phone or video calls
Triage and resolve common product issues; escalate unresolved bugs or system behaviors to the dev team
Monitor and troubleshoot webhook/API integrations with device partners to ensure timely and accurate transmission of patient data into our system; work with vendors and internal teams to resolve data discrepancies or connection issues
Log and track tickets using internal tools (e.g., Jira, Hubspot, Slack)
Write clear bug reports with reproducible steps, system context, and screenshots or screen recordings
Assist internal teams by answering product functionality questions and providing clarity on the product roadmap
Help maintain internal documentation for troubleshooting and product support workflows
Participate in product knowledge training and contribute insights from support conversations to improve UX