AI-Driven Tech Support Analyst (Healthcare SaaS)

Laguna Health, Inc.; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Laguna Health is seeking a Technical Support Analyst to own day-to-day support for health plan customers in a fully remote, USA-based role. You will triage Zendesk tickets, manage user accounts, and troubleshoot with clear communication across Success and Engineering teams.

You will use SQL, logs, and AI-assisted tooling to diagnose issues, create reports, and improve automation. The role requires proactive, written communication in a distributed, async environment.

Qualifications

• Bachelor's degree required.
• 5+ years in technical/support or related SaaS/healthcare tech.
• Hands-on experience with AI tools and MCP integrations.
• Working foundation: SQL, Python, API familiarity, logs.
• Experience building or delivering reports to technical and non-technical audiences.
• Fast, proactive communicator with clear technical and customer-facing messaging.
• Experience with Zendesk, Shortcut, Jira or similar tools.
• Comfortable in async-first environment across time zones.

Responsibilities

• Own Zendesk queue: triage, respond, resolve tickets with clear communication.
• Manage user accounts across customer environments: create/modify/deactivate.
• Investigate issues by pulling logs, querying databases, checking system state; escalate with full context.
• Communicate findings clearly to customers and internal teams.
• Document issues, workarounds, and resolutions in internal tools.
• Build and deliver customer-facing reports on platform activity and outcomes.
• Track support metrics: ticket volume, resolution times, SLA adherence.
• Pull ad hoc data and compile reports for Customer Success and internal teams using SQL and reporting tools.
• Coordinate with engineering on bugs and system-level issues; translate customer needs to technical requirements.
• Build lightweight automation workflows using AI tools or scripting to reduce repetitive work.

Skills

Strong written communication

Fast communicator

Technical troubleshooting

Async collaboration

Education

Bachelor's degree

Tools

Zendesk

Shortcut

Jira

SQL

Python

Job description

Laguna Health is seeking a Technical Support Analyst to own day-to-day support for health plan customers in a fully remote, USA-based role. You will triage Zendesk tickets, manage user accounts, and troubleshoot with clear communication across Success and Engineering teams.

You will use SQL, logs, and AI-assisted tooling to diagnose issues, create reports, and improve automation. The role requires proactive, written communication in a distributed, async environment.