B2B SaaS Support Analyst – Healthcare Platform (UK Clients)

About Script AssistScript Assist is a UK-based healthtech SaaS platform powering clinics and pharmacies across the United Kingdom.Our platform manages prescribing, dispensing, payments, and operational workflows in regulated healthcare environments.This is a multi-tenant B2B SaaS system used daily by real healthcare businesses, not a consumer app and not a call-centre environment.We are expanding our India-based platform support team to support UK clinics and pharmacy partners.The RoleWe are hiring a B2B SaaS Support Analyst to handle platform tickets, investigate workflow issues, and support UK clients using our healthcare SaaS system.This is structured ticket-based support in a production SaaS environment.You will:Handle B2B support tickets from clinics and pharmacy partnersInvestigate and reproduce platform issues before escalationAnalyse workflows and identify root causesDocument bugs clearly with steps to reproduceEscalate technical issues to engineering when requiredSupport users with system navigation and structured queriesWork within SLAs and maintain high-quality written communicationThis role works UK business hours from India.What This Role IsStructured SaaS platform supportWorkflow investigation and troubleshootingB2B ticket handlingClient-facing written communicationEscalation and documentation disciplineWhat This Role Is NotNot a clinical prescribing roleNot a call centre voice processNot hardware/network IT supportNot medical billing or insurance processingThis is product/platform support inside a healthcare SaaS system.What We’re Looking ForWe’re looking for someone who:Has experience in SaaS support, product support, or application supportHas worked with ticketing systems (Zendesk, Freshdesk, Jira, etc.)Is comfortable troubleshooting software issues independentlyCan reproduce bugs and document clearlyUnderstands structured workflows and system statesHas strong written EnglishIs comfortable working UK hoursExposure to healthcare systems, EMR, PMS, hospital workflows, or pharmacy systems is preferred but not mandatory.Technical Comfort We ExpectYou should be comfortable:Navigating dashboards and admin panelsReviewing structured data fieldsFollowing workflow statesIdentifying user error vs system defectWriting structured escalation notesUsing Excel or Google Sheets for structured trackingBasic understanding of APIs, logs, or system integrations is a plus.Ideal Background ExamplesSaaS Product Support ExecutiveApplication Support AnalystL2 Support AnalystHealthtech Support AssociateEMR/PMS Support ExecutiveB2B Platform Support ExecutiveWhat Success Looks LikeWithin 3–6 months, you:Handle tickets independentlyReproduce issues before escalationWrite clear, structured bug reportsImprove response quality and SLA adherenceUnderstand healthcare workflow logic inside the platformWhy Join Script AssistWork on a live UK healthtech SaaS platformExposure to structured, regulated workflowsClear processes and escalation pathsStable long-term remote opportunityGrowth path into senior support or workflow specialist rolesIf you enjoy structured problem-solving, SaaS systems, and investigating workflow issues, we’d like to speak with you.

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