> Markdown version of [/jobs/ext/736307-technical-support-analyst](https://www.wearedevelopers.com/jobs/ext/736307-technical-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst - **Company:** LAGUNA HEALTH INC. - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $60,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, JIRA, Software as a Service, Databases, Data Presentation, Database Queries, Software Debugging, Issue Tracking Systems, Automation of Marketing, MongoDB, Software Tools, SQL Databases, Systems Integration, Scripting, Tools for Reporting, Zendesk, User Accounts - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9b7a7beb1bd87896 ## About the Role 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) ## Description 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. ## Related Videos - [Hiring AI Native Talents](https://www.wearedevelopers.com/videos/100268-hiring-ai-native-talents) - [40 Minutes to Build a Serverless COVID-19 REST and GraphQL APIs](https://www.wearedevelopers.com/videos/208-40-minutes-to-build-a-serverless-covid-19-rest-and-graphql-apis) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Behind the Curtain: How Recruiters Shortlist Devs in an AI-Driven Market and How You Stand Out](https://www.wearedevelopers.com/videos/100229-behind-the-curtain-how-recruiters-shortlist-devs-in-an-ai-driven-market-and-how-you-stand-out) - [NoSQL Data Modeling for Front-end Developers](https://www.wearedevelopers.com/videos/297-nosql-data-modeling-for-front-end-developers) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Software Developer Salary in Austria [2023]](https://www.wearedevelopers.com/magazine/213-software-developer-salary-in-austria-2023) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)