Technical Support Analyst

Humata Health, Inc•Winter Park, FL

2d•Hybrid

About The Position

Humata Health Inc. is seeking a Technical Support Analyst to lead and scale our support team. This role will oversee ticketing systems, escalation pathways, and SLAs, while driving an AI-driven support strategy to improve efficiency and customer experience. The ideal candidate has a proven track record working on support teams in high-growth environments—preferably in health tech—along with strong technical, problem-solving skills.

Requirements

Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience.
Minimum 3 years experience supporting B2B SaaS products
Comfortability in JIRA or other similar ticketing systems
Excellent oral and written communication skills
Strong analytical thinker who thrives in a fast paced, start-up environment

Nice To Haves

Experience in health tech

Responsibilities

Deliver high-quality technical support to customers using Humata technology
Ensure appropriate routing and triaging of customer tickets to ensure effective resolution per customer SLAs
Follow and contribute to escalation procedures and standard operating protocols (SOPs) to maintain efficiency and consistency across support tiers
Support the implementation of AI-driven support tools (e.g., chatbots, routing systems, predictive analytics) to reduce manual workload and improve customer experience
Analyze customer support data to identify recurring issues, pain points, and opportunities for process or product enhancements, and communicate to leadership
Resolve Tier 1 and Tier 2 tickets autonomously as much as possible
Track the lifecycle of open tickets and engage in upward and cross-functional communication to hold assignees accountable to ticket resolution
Contribute to a culture of data-driven decision-making, continuous learning, and customer focus across the support organization.