Lyra Health Jobs

Platform Technical Support Specialist

Lyra Health

Platform Technical Support Specialist

Posted Yesterday

Hiring Remotely in United States

Remote

68K-94K Annually

Entry level

Healthtech • HR Tech

We are revolutionizing how people find and receive mental health care.

The Role

Provide frontline technical support to providers and clients by managing ticket queues, meeting response SLAs, troubleshooting hardware and platform issues, maintaining technical FAQs, answering programmatic questions, escalating complex issues, and training new providers. The role requires strong communication, remote troubleshooting, ticketing-system expertise, platform knowledge, and familiarity with Jira. Preferred experience includes SQL Server, Salesforce, Chromebook support, Sentry, and Mixpanel.

Summary Generated by Built In

About Lyra Health

Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 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.

About the Role:

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.

Preferred Qualifications

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 [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."

Skills Required

Strong technical support background supporting users, applications, and multiple systems
Excellent audience-appropriate communication skills with cross-functional stakeholders
Expertise with ticketing systems such as Zendesk or ServiceNow
Ability to manage ticket queues, requester communications, and response SLAs
Ability to learn the platform architecture and expected functions
Skill troubleshooting hardware and platform issues remotely
Ability to distinguish user experience issues from platform bugs
Exposure to Jira or an equivalent issue-tracking tool
Basic understanding of SQL Server databases, including queries and tables
Salesforce experience
Chromebook support knowledge
Sentry experience
Mixpanel experience

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The Company

HQ: Burlingame, CA

590 Employees

Year Founded: 2015

What We Do

Lyra Health’s mission is to transform mental health care through technology with a human touch — to get more patients the care they need when they need it. If you are an engineer or data scientist who would like to join in this effort, please reach out.