Technical Support Analyst

Laguna Health, Inc.; United States; A distancia; USD 50.000 - 80.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Strong written communication

Fast communicator

Technical troubleshooting

Async collaboration

Educación

Bachelor's degree

Herramientas

Zendesk

Shortcut

Jira

SQL

Python

Descripción del empleo

About Laguna Health

Laguna Health combines conversational intelligence with clinical protocols to deliver AI-driven solutions for national health plans and virtual care companies. We help care managers operate with greater efficiency, improving outcomes while maintaining operational simplicity.

About the Role

Location: Virtual (USA) | Full-Time

Compensation: $50,000 - $80,000 USD / year (Base salary)

Laguna Health is seeking a Technical Support Analyst to own day-to-day support operations across our health plan customers. This person is the first line of response on customer issues: triaging tickets, troubleshooting problems at the technical level, managing user accounts, and communicating clearly to both internal and external stakeholders.

This is not a passive queue-monitoring role. We move fast, our customers have high expectations, and the right person will triage effectively, act quickly, and communicate proactively: without being asked. You'll work closely with our Customer Success and engineering teams across multiple time zones, and comfort with async-first communication and strong written skills are essential.

AI is core to how we work here. We expect you to use it every day: not just as a writing tool, but as a genuine workflow accelerator. That includes MCP integrations, automation, and AI-assisted troubleshooting. If you haven't built or configured something using AI tooling, this role will be a stretch.

What You'll Do

• Own the Zendesk support queue: triage, respond, and resolve tickets for health plan customers with clear, timely communication.
• Manage user accounts across customer environments, including creation, modification, and deactivation requests.
• Investigate technical issues by pulling logs, querying databases, and checking system state: then esaclate with full context, not just symptoms.
• Communicate findings and status clearly to both non-technical customer contacts and internal engineering teams.
• Document issues, workarounds, and resolutions in Shortcut and internal tools: every resolution leaves a paper trail.
• Build and deliver customer-facing reports on platform activity, usage, and outcomes: presenting data in a way that is clear and meaningful to health plan stakeholders.
• Track and report on internal support metrics including ticket volume, resolution times, and SLA adherence, providing regular visibility to the Customer Success team.
• Pull ad hoc data and compile reports on request for Customer Success and internal teams, using SQL, database queries, and available reporting tools.
• Coordinate with the engineering team on bugs and system-level issues, translating between customer needs and technical requirements.
• Build and improve lightweight automation workflows using AI tools, n8n, or scripting to reduce repetitive manual work.

What You Bring

• Bachelor's degree required.
• 5+ years of experience in technical support, application support, support engineering, or a related role in SaaS or healthcare technology.
• Hands-on experience with AI tools and MCP integrations: used regularly, not occasionally. You've built something with AI tools: a workflow, an integration, or a script that saved you time.
• Working technical foundation: SQL queries, Python scripting, API familiarity, log reading. You don't need to be a software engineer, but you can't be intimidated by a terminal.
• Experience building or delivering reports to both technical and non-technical audiences.
• Fast and reliable communicator: you respond quickly, follow up without being asked, and know the difference between a message to a customer and a message to an engineer.
• Strong written communication skills across audiences: concise for customers, detailed for internal escalations.
• Experience with Zendesk, Shortcut, Jira, or similar support and project management tools.
• Comfortable in an async-first environment with distributed teams across time zones.

Nice to Have

• Experience in healthcare technology or with health plan customers.
• Familiarity with MongoDB, AWS, or similar infrastructure.
• Background in on-call or urgent-response support environments.
• Experience using n8n or similar automation platforms.
• Background in a structured support or operations environment where processes and standards were already established.