Platform Technical Support Specialist

Lyra Health; United States; Remote; USD 68,000 - 94,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

Equity in the company

401K matching

Monthly tech allowance

Paid parental leave

Job summary

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.

Responsibilities

• 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.

Skills

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

Tools

Zendesk

ServiceNow

Jira

Salesforce

Chromebook support

Sentry

Mixpanel

SQL Server

Job description

About Lyra Health

Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

About the Role:

We’re looking for an exceptional Technical Support Specialist to join our team. We care deeply about making a difference in people’s lives and hope you do, too! We are looking for an individual who enjoys digging into technical issues, communicating and teaching others about tech-related processes, and learning on a daily basis.

Note: This role will be responsible for supporting our West Coast provider and client operational hours. Candidates located in PST are preferred.

Responsibilities

• Own the ticket queue: triage and response to inbound support requests per internal ticket SLAs during West Coast provider and client operational hours (9AM-5PM PST)

• Serve as the front-line support for our providers and/or clients

• Manage Technical FAQ articles

• Answer specific programmatic questions where possible

• Troubleshoot specific software and hardware issues

• Triage more complex questions or issues to the appropriate teams internally

• Train new providers on the platform

Qualifications

• Strong technical support background: support of users, applications and multiple systems

• Excellent communication skills that are audience appropriate (will interface with multiple stakeholders such as Engineering, Providers, Clinical Operations, etc.)

• Ticketing system expertise (i.e.. Zendesk, ServiceNow)

• Adept at managing ticket queues, requester communications, ticket response SLAs

• Ability to learn the platform in terms of overall architecture and expected functions

• Skilled at troubleshooting issues remotely – both hardware and platform-related

• Adept at deciphering user-level experience issues vs. bugs within the platform

• Jira-Atlassian exposure (or equivalent) to report issues, monitor releases, etc.

Preferred Qualifications

• Basic understanding of SQL Server database (queries, tables, etc.)

• Salesforce experience

• Chromebook support knowledge

• Sentry experience

• Mixpanel experience

$68,000 - $93,500 a year

As a full-time Platform Technical Support Specialist, you will be employed by Lyra Health, Inc. The anticipated annual base salary range for this full-time position is $68,000 to $93,500. The base range is determined by role and level, and placement within the range will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location. This role may also be eligible for discretionary bonuses.

Annual salary is only one part of an employee’s total compensation package at Lyra. We also offer generous benefits that include:

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)

• Lyra for Lyrians; coaching and therapy services

• Equity in the company through discretionary restricted stock units

• Competitive time off with pay policies including vacation, sick days, and company holidays

• Paid parental leave

• 401K with up to 3% matching

• Monthly tech allowance

• We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!

We can’t wait to meet you.

“We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability,genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [e-mail]. For more information about how we use and retain your information, please see our Workforce Privacy Notice.”