Note: The job is a remote job and is open to candidates in USA. Laguna Health combines conversational intelligence with clinical protocols to deliver AI-driven solutions for national health plans and virtual care companies. They are seeking a Technical Support Analyst to manage day-to-day support operations, troubleshoot technical issues, and communicate effectively with customers and internal teams.
Responsibilities
- 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 escalate 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
Skills
- 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
- 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
Company Overview
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