Platform Technical Support Specialist
Remote, U.S. only
Posted on 12/2/2022
INACTIVE
Lyra Health

1,001-5,000 employees

Global workforce mental health platform
Company Overview
Lyra's mission is to transform behavioral health care through technology with a human touch. The company uses matching technology and an innovative digital platform, Lyra quickly connects companies and their employees — plus spouses and children — to world-class therapists, mental health coaches, and personalized medication prescribing.

Company Stage

Series G

Total Funding

$890.1M

Founded

2015

Headquarters

Burlingame, California

Growth & Insights
Headcount

6 month growth

4%

1 year growth

20%

2 year growth

80%
Locations
New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Atlassian
SQL
Zendesk
Salesforce
JIRA
Requirements
  • 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
  • Diversity, equity, inclusion, and belonging (DEIB) at Lyra is essential to the way we deliver culturally responsive care, build and manage our provider network, and support holistic efforts to strengthen DEIB in workplaces around the world-including our own
  • People come to Lyra with a range of needs, backgrounds, and abilities that influence their response to mental health support. Our diverse network of providers delivers comprehensive mental health treatment and support rooted in culturally responsive care, a multicultural approach that accounts for the impact of cultural backgrounds on each person's care experience. Learn more at https://www.lyrahealth.com/diversity-equity-inclusion-belonging/
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
Desired Qualifications
  • Basic understanding of SQL Server database (queries, tables, etc.)
  • Salesforce experience
  • Chromebook support knowledge