ఉద్యోగ వివరణ

About Laguna Health

Laguna Health builds an AI-powered assistant that helps care managers handle individual needs with more speed and consistency. Its platform combines conversational intelligence with clinical protocols to provide what the company calls conversational care intelligence inside the tools and workflows customers already use, avoiding complicated integrations. The product delivers live insights so health plans and virtual care organizations can support members more effectively while keeping operations streamlined. Backed by an experienced team and supported by published clinical research and actuarially verified outcomes, the company offers an opportunity to contribute to a healthcare technology solution with measurable impact.

Role Overview

Laguna Health is looking for a Technical Support Analyst to manage the daily support function for health plan customers. This role serves as the first point of contact for customer issues, handling ticket triage, technical troubleshooting, account administration, and clear communication with both internal teams and external stakeholders.

This is an active, hands-on position rather than a passive queue-monitoring role. The team works quickly, customers expect strong service, and success depends on rapid triage, proactive follow-up, and dependable communication without being prompted. You will partner closely with Customer Success and Engineering across multiple time zones, so comfort with asynchronous collaboration and strong written communication are essential.

AI is central to the way the team operates. The expectation is that you will use AI daily not only for writing support, but also for workflow acceleration, automation, MCP integrations, and AI-assisted troubleshooting. Candidates who have not previously built or configured something using AI tools may find the role challenging.

Key Responsibilities

Take ownership of the Zendesk support queue by reviewing, prioritizing, replying to, and resolving customer tickets with clear and timely updates.
Handle customer user accounts across different environments, including setup, edits, and deactivation requests.
Diagnose technical problems by reviewing logs, querying databases, and checking system status, then escalate with complete context rather than only surface-level symptoms.
Share findings and progress updates in a way that is understandable to both non-technical customer contacts and internal engineering teams.
Record issues, workarounds, and resolutions in Shortcut and other internal systems so every case is fully documented.
Create and present customer-facing reports on platform activity, usage, and outcomes in a format that is clear and useful for health plan stakeholders.
Monitor and report internal support metrics such as ticket volume, resolution time, and SLA performance, keeping the Customer Success team informed.
Prepare ad hoc data pulls and reports for Customer Success and other internal teams using SQL, database queries, and available reporting tools.
Work with Engineering on bugs and system-level issues by translating customer needs into technical requirements.
Develop lightweight automations with AI tools, n8n, or scripting to reduce repetitive manual tasks.

What You Bring

A bachelor’s degree is required.
At least 5 years of experience in technical support, support engineering, or a similar role within SaaS or healthcare technology.
Practical, regular use of AI tools and MCP integrations, including having built a workflow, integration, or script that saved time.
A solid technical base that includes SQL, Python scripting, API familiarity, and log review.
Experience creating or presenting reports for both technical and non-technical audiences.
Fast, dependable communication habits, including proactive follow-up and the ability to tailor messages for customers versus engineers.
Strong written communication skills that can shift between concise customer updates and detailed internal escalation notes.
Hands-on experience with Zendesk, Shortcut, Jira, or similar support and project tracking tools.
Comfort working in an async-first environment with distributed teammates across time zones.

Preferred Experience

Background in healthcare technology or direct exposure to health plan customers.
Familiarity with MongoDB, AWS, or comparable infrastructure tools.
Experience in on-call or urgent-response support settings.
Exposure to n8n or similar automation platforms.
Experience in a structured support or operations environment with established processes and standards.

Additional Information

This position is based in the United States and is a full-time onsite role. The source listing does not specify salary, bonus, perks, number of openings, start date, or application deadline.

There is no internship component for this role.

Technical Support Analyst