TechnicalSupportAnalyst

👋 We’re Humata Health. Humata Health creates frictionless prior authorization for providers and payers. With our proprietary artificial intelligence (AI) and automation technology, Humata Health delivers quality prior authorization submissions to help get patients the care they deserve. Humata Health is a physician-led company backed by a syndicate of strategic healthcare investors including Blue Venture Fund, LRVHealth, Optum Ventures, .406 Ventures, and Highmark Ventures. 🔍 What we're looking for: 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. 📍Location: Hybrid - Orlando, Florida, US or Remote, US ✅ 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 ac