Platform Technical Support Specialist

7 hours, 49 minutes 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

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