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.

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

Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes
Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL
Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles
Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match
Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development
Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued

Technical Support Analyst

Key skills