Product Support Analyst

lths-main; Kirkland (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

Long Tail Health Solutions Inc. is seeking a Product Support Analyst to manage front-line tickets for AppealAssist and CareAssist. You will triage, resolve, and escalate issues quickly while documenting steps for consistency and future reference.

You will work with the Director of Product Support to expand the support function, maintain ticket records, and contribute to a growing knowledge base to improve customer outcomes in healthcare SaaS.

Qualifications

• Required: Bachelor's degree preferred, or equivalent relevant work experience.
• Preferred: Experience in a customer support or help desk role, ideally in SaaS or healthcare technology.
• 1-3 years of customer support experience.

Responsibilities

• Ticket Triage: Monitor and triage incoming support tickets, prioritizing based on severity and customer impact.
• Issue Resolution: Resolve straightforward customer issues directly and document steps taken for consistency and future reference.
• Escalation: Escalate complex or product-related issues with clear reproduction steps and context.
• Documentation: Maintain accurate ticket records and contribute to a growing internal knowledge base.
• Customer Communication: Provide timely, clear updates to customers throughout the ticket lifecycle.
• Trend Reporting: Flag recurring issues to inform process or product improvements.

Skills

Written communication

Troubleshooting

Decision making

Time management

Customer empathy

Education

Bachelor's degree

Tools

Ticketing systems

Job description

About Long Tail Health Solutions Inc.

Long Tail Health Solutions is a provider advocate, delivering a suite of technology-enabled services which discover and operationalize payer rules and behaviors to improve the visibility, execution, and outcomes of utilization review, case management, and revenue cycle functions.

Our mission is to optimize the financial performance and work-lives of healthcare providers by eliminating administrative waste with modern technology applied to long tail problems.

The Product Support Analyst owns the front line of customer support, managing incoming service tickets for AppealAssist and CareAssist. This role is the first point of contact for customer issues — triaging, resolving, and escalating tickets accurately and quickly — and will grow alongside the support function as it matures under the Director of Product Support.

Education and Experience

• Required: Bachelor's degree preferred, or equivalent relevant work experience.
• Preferred: Experience in a customer support or help desk role, ideally in SaaS or healthcare technology.
• 1-3 years of customer support experience.

Knowledge

• Familiarity with support ticketing systems and basic troubleshooting workflows.
• Working understanding of healthcare operations (utilization review, denials/appeals) sufficient to understand customer context, or willingness to learn quickly.
• Basic understanding of SaaS application support — log review, reproducing issues, distinguishing user error from product bugs.

Skills

• Strong written communication skills for clear, professional ticket responses.
• Solid troubleshooting and problem-solving skills to resolve straightforward issues independently.
• Good judgment on when to escape versus resolve directly.
• Organized and able to manage a ticket queue under time pressure.
• Empathetic, customer-first communication style, especially given customers are healthcare staff working in time-sensitive environments.

Primary Job Duties

The essential functions include, but are not limited to the following:

• Ticket Triage: Monitor and triage incoming support tickets, prioritizing based on severity and customer impact.
• Issue Resolution: Resolve straightforward customer issues directly and document steps taken for consistency and future reference.
• Escalation: Escalate complex or product-related issues to the Director of Product Support or relevant product manager with clear reproduction steps and context.
• Documentation: Maintain accurate ticket records and contribute to a growing internal knowledge base of common issues and resolutions.
• Customer Communication: Provide timely, clear updates to customers throughout the lifecycle of their ticket.
• Trend Reporting: Flag recurring issues or patterns to the Director of Product Support to inform process or product improvements.