Remote Technical Support Analyst for AI-Driven Health Tech

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

Job summary

Laguna Health Inc. in the United States is seeking a Technical Support Analyst to own day‑to‑day support operations for health plan customers. You will triage tickets, troubleshoot at the technical level, manage user accounts, and communicate clearly to stakeholders.

This role requires SQL, Python scripting, API familiarity, and experience delivering reports. You will work with Customer Success and engineering across time zones, leveraging AI tools and automation to streamline workflows.

Qualifications

• Bachelor’s degree required.
• 5+ years of experience in technical support or related roles in SaaS/healthcare tech.
• Hands-on experience with AI tools and MCP integrations: used regularly.
• Working technical foundation: SQL queries, Python scripting, API familiarity, log reading.
• Experience building or delivering reports to technical and non-technical audiences.
• Fast, reliable communicator with clear written communication.
• Experience with Zendesk, Shortcut, Jira, or similar tools.
• Comfortable in an async-first, distributed team environment.

Responsibilities

• Own the Zendesk support queue: triage, respond, and resolve tickets with clear communication.
• Manage user accounts across customer environments (creation, modification, deactivation).
• Investigate issues by pulling logs, querying databases, and checking system state; escalate with context.
• Communicate findings to non-technical customers and internal engineering teams.
• Document issues, workarounds, and resolutions in Shortcut and internal tools.
• Build and deliver customer-facing reports on platform activity, usage, and outcomes.
• Track internal support metrics and provide visibility to Customer Success.
• Pull ad-hoc data and compile reports using SQL and reporting tools.
• Coordinate with engineering on bugs and system-level issues; translate needs.
• Build and improve lightweight automation workflows using AI tools or scripting.

Skills

SQL queries

Python scripting

API familiarity

Log reading

Report delivery

Written communication

Zendesk/Shortcut/Jira

Async communication

Education

Bachelor's degree

Tools

Zendesk

Shortcut

Jira

Job description

Laguna Health Inc. in the United States is seeking a Technical Support Analyst to own day‑to‑day support operations for health plan customers. You will triage tickets, troubleshoot at the technical level, manage user accounts, and communicate clearly to stakeholders.

This role requires SQL, Python scripting, API familiarity, and experience delivering reports. You will work with Customer Success and engineering across time zones, leveraging AI tools and automation to streamline workflows.