Product Support Analyst

Long Tail Health Solutions is a provider advocate delivering technology-enabled services to improve healthcare outcomes. The Product Support Analyst serves as the first point of contact for customer issues, managing service tickets and ensuring quick resolution and escalation of complex problems.

What you'll do:

• Monitor and triage incoming support tickets, prioritizing based on severity and customer impact
• Resolve straightforward customer issues directly and document steps taken for consistency and future reference
• Escalate complex or product-related issues to the Director of Product Support or relevant product manager with clear reproduction steps and context
• Maintain accurate ticket records and contribute to a growing internal knowledge base of common issues and resolutions
• Provide timely, clear updates to customers throughout the lifecycle of their ticket
• Flag recurring issues or patterns to the Director of Product Support to inform process or product improvements

What they're looking for:

• Bachelor's degree preferred, or equivalent relevant work experience
• Familiarity with support ticketing systems and basic troubleshooting workflows
• Working understanding of healthcare operations (utilization review, denials/appeals) sufficient to understand customer context, or willingness to learn quickly
• Basic understanding of SaaS application support — log review, reproducing issues, distinguishing user error from product bugs
• Strong written communication skills for clear, professional ticket responses
• Solid troubleshooting and problem-solving skills to resolve straightforward issues independently
• Good judgment on when to escalate versus resolve directly
• Organized and able to manage a ticket queue under time pressure
• Empathetic, customer-first communication style, especially given customers are healthcare staff working in time-sensitive environments
• Experience in a customer support or help desk role, ideally in SaaS or healthcare technology
• 1-3 years of customer support experience