Technical Support Specialist

About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 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.
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 GMT provider and client operational hours.

Core Responsibilities:

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

• 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

Required Skills / Experience:

• 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.

Desired Skill Sets/Experience:

• Minimum Bachelor’s or Associate’s Degree 
• Target Industry Experience: 

• Healthcare tech preferable 

• Technical Support/Product Support in SaaS environments

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

• Salesforce experience 

• Chromebook support knowledge

• Sentry experience

• Mixpanel experience

"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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
The benefits available to those located in the UK. will be consistent with UK law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.