Platform Technical Support Specialist

4 weeks ago
Full-time
Mid Level
Customer and Technical Support
Lyra Health

Lyra Health

Lyra Health is a global leader in mental health benefits, connecting companies and employees to world-class therapists and coaches. Their innovative platform offers fast, reliable access to evidence-based care for organizational well-being.

Health Care Providers & Services
1K-5K
Founded 2015
$627M raised

Description

  • Own and triage the support ticket queue while meeting response SLAs during 9 AM–5 PM PST operating hours.
  • Provide front-line technical support to providers and clients.
  • Manage and maintain technical FAQ articles.
  • Answer program-related questions and guide users through platform processes.
  • Troubleshoot software, hardware, and platform-related issues remotely.
  • Escalate complex questions and technical issues to the appropriate internal teams.
  • Train new providers on the platform.

Requirements

  • Experience supporting users, applications, and multiple systems in a technical support environment.
  • Excellent audience-appropriate communication skills across Engineering, Providers, Clinical Operations, and other stakeholders.
  • Proficiency with ticketing systems such as Zendesk or ServiceNow.
  • Experience managing ticket queues, requester communications, and response SLAs.
  • Ability to learn and understand platform architecture and expected functionality.
  • Skill in remotely troubleshooting hardware and platform issues.
  • Ability to distinguish user-experience issues from platform bugs.
  • Experience with Jira/Atlassian or an equivalent issue-tracking tool.
  • Basic understanding of SQL Server databases, including queries and tables (preferred).
  • Experience with Salesforce, Chromebook support, Sentry, or Mixpanel (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Technical Support Engineer

CrashPlan 51-250 IT Services

CrashPlan is hiring a remote Canada-based Technical Support Engineer to provide technical support and resolve issues for eCommerce and enterprise customers using its data resilience platform.

AWS Bash JavaScript Linux macOS PowerShell Python SSH TCP/IP TLS
21 hours, 25 minutes ago

Technical Support & AI Engineer (Full Time, Remote)

Fresh Prints 251-1K Textiles, Apparel & Luxury Goods

Frontier, a Fresh Prints subsidiary, is hiring a remote Technical Support Engineer for Balto to own complex customer escalations, resolve technical issues, and coordinate effectively between Support, Engineering, and Implementation.

CSS Datadog HTML JavaScript JSON Python
21 hours, 25 minutes ago

Application Support Analyst – SQL & Data

Banyan Software 51-250 Internet Software & Services

TechGrove, Banyan Software’s Chennai-based technology centre, is hiring a Technical Support and Data Analyst to support TotalCtrl, a field service management platform, by resolving customer issues, managing data, and improving support through AI-enabled processes.

C# Git HubSpot JIRA JSON Laravel Metabase MySQL .NET PHP PostgreSQL Postman Power BI SQL SQL Server
21 hours, 40 minutes ago

Docker Support Engineer (Afternoon shift)

ServiceRocket 251-1K IT Services

ServiceRocket is hiring a Technical Support Specialist for its Docker team to resolve complex enterprise customer issues, improve support systems, and deliver high-quality technical assistance across a global customer base.

CI/CD Docker Go JavaScript Kubernetes Linux macOS Python
22 hours, 10 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers