Technical Support Analyst

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.

Do you have experience in Ticketing system technical support?, Do you have a Bachelor’s degree?, * 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.

Pay: $60,000.00 - $100,000.00 per year

Application Question(s):

• Please briefly describe your hands-on experience with SQL queries and/or Python scripting. What tools or databases have you worked with?
• AI efficiency is a core requirement for this role. Can you share one specific example of a workflow, automation (e.g., using n8n), or script you built or configured using AI tools to save time?

Experience:

• Technical Support or Support Engineering : 5 years (Required)