Platform Technical Support Specialist

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

Benefits offered by this job

Healthcare coverage

Lyra for Lyrians coaching/therapy

Equity in RSUs

Paid vacation/sick days/holidays

Parental leave

401K with matching

Monthly tech allowance

Well-being perks and activities

Job summary

Lyra Health is seeking a Platform Technical Support Specialist to own the ticket queue and provide frontline support for West Coast providers and clients. You will triage, troubleshoot, and educate users on the Lyra platform, while maintaining SLA-driven response times.

You will train new providers, update technical FAQs, and collaborate with Engineering, Clinical Operations, and other teams to resolve programmatic questions and issues.

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.

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

Skills

Strong technical support

Excellent communication

Ticketing system experience

Queue management

Remote troubleshooting

Platform understanding

Jira-Atlassian exposure

Tools

Zendesk

ServiceNow

Jira

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

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.

• 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.