Platform Tech Support Specialist (West Coast Hours)

Lyra Health; United States; À distance; USD 68 000 - 94 000; Plein temps

Avantages offerts par ce poste

Comprehensive healthcare coverage

Equity in the company

401K matching

Monthly tech allowance

Paid parental leave

Résumé du poste

Lyra Health is seeking an exceptional Technical Support Specialist to join our team. You will own the ticket queue, triage and respond to inbound requests during West Coast hours, and serve as the front-line support for providers and clients.

You will train new providers on the Lyra platform, manage technical FAQs, and troubleshoot software/hardware issues while interfacing with Engineering, Clinical Operations, and others to resolve complex questions.

Qualifications

• Strong technical support background handling users and multiple systems.
• Excellent communication with diverse stakeholders (Engineering, Providers, Clinical Operations).
• Ticketing systems experience (Zendesk, ServiceNow) and SLA management.
• Able to learn platform architecture and expected functions quickly.
• Remote troubleshooting of hardware and software issues; distinguish user issues from bugs.
• Jira/Atlassian exposure to report issues and monitor releases.
• Preferred: SQL Server basics, Salesforce, Chromebook support, Sentry, Mixpanel.

Responsabilités

• Own the ticket queue and triage inbound requests during West Coast hours (9AM-5PM PST).
• Serve as front-line support for providers and/or clients.
• Maintain Technical FAQ articles and answer programmatic questions when possible.
• Troubleshoot software and hardware issues; escalate complex cases to internal teams.
• Train new providers on the Lyra platform.

Connaissances

Strong technical support

Excellent communication

Queue management

Remote troubleshooting

Learn platform quickly

Identify user issues vs bugs

Platform architecture understanding

Support across multiple systems

SQL Server basics

Outils

Zendesk

ServiceNow

Jira

Salesforce

Chromebook support

Sentry

Mixpanel

SQL Server

Description du poste

Lyra Health is seeking an exceptional Technical Support Specialist to join our team. You will own the ticket queue, triage and respond to inbound requests during West Coast hours, and serve as the front-line support for providers and clients.

You will train new providers on the Lyra platform, manage technical FAQs, and troubleshoot software/hardware issues while interfacing with Engineering, Clinical Operations, and others to resolve complex questions.