[Hiring] Platform Technical Support Specialist @Lyra Health

Role Description

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.

Requirements

• Basic understanding of SQL Server database (queries, tables, etc.)
• Salesforce experience
• Chromebook support knowledge
• Sentry experience
• Mixpanel experience

Benefits

• 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
• Well-being perks and activities, surprise swag, regular community celebration…and more!