Technical Support Analyst

About Laguna Health Laguna Health helps care managers respond to individuals’ needs with greater efficiency and consistency by acting as a super-powered assistant. The company’s AI combines conversational intelligence with clinical protocols to deliver “Conversational Care Intelligence” within existing platforms and workflows, without requiring complex integrations. With real-time insights, our customers - including national health plans and virtual care companies - can provide better care faster while maintaining operational simplicity. Led by a seasoned team of clinical leaders and technology innovators, Laguna’s impact is validated through published clinical research and actuarially verified results, offering candidates the chance to contribute to a proven, mission-driven healthcare technology solution. About the Role 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 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. What You Bring Bachelor's degree required. 5+ years of experience in technical 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. Show more Show less