About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.
We’re looking for an exceptional Platform 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 can be based in the Burlingame, CA office or remote.
Responsibilities
Own the ticket queue: triage and response to inbound support requests per internal ticket SLAs
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