Platform Technical Support Specialist

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $68k - $93.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lyra Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $235M Series F on 2022-01

Healthcare • Healthcare Insurance • SaaS

Lyra Health is a mental health company that partners with organizations to deliver comprehensive and effective global workforce mental health benefits. By providing evidence-based mental health care, Lyra Health boosts employee well-being and drives business impact. Their platform offers high-quality mental health support through a global network of professionals, utilizing AI matching technology to connect members quickly with suitable providers. Lyra Health serves families, couples, adults, and children, offering support for diverse mental health needs. Their programs aim to improve employee health, productivity, and reduce healthcare costs while providing a seamless member experience.

📋 Description

• Own the ticket queue by triaging and responding to inbound support requests according to internal ticket SLAs during West Coast provider and client operational hours, 9 AM–5 PM PST • Serve as the front-line support contact for providers and/or clients • Manage technical FAQ articles • Answer specific programmatic questions where possible • Troubleshoot software and hardware issues • Triage complex questions or issues to appropriate internal teams • Train new providers on the platform • Support West Coast provider and client operational hours • Dig into technical issues, communicate technical processes, teach others, and learn continuously

🎯 Requirements

• Strong technical support background supporting users, applications, and multiple systems • Excellent audience-appropriate communication skills • Ticketing system expertise, such as Zendesk or ServiceNow • Experience managing ticket queues, requester communications, and ticket response SLAs • Ability to learn platform architecture and expected functions • Skilled in remotely troubleshooting hardware and platform-related issues • Ability to distinguish user-level experience issues from platform bugs • Jira-Atlassian exposure or equivalent • Basic understanding of SQL Server databases, preferred • Salesforce experience, preferred • Chromebook support knowledge, preferred • Sentry experience, preferred • Mixpanel experience, preferred • Candidates located in PST are preferred

🏖️ Benefits

• Discretionary bonuses • Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, life and disability insurances • Lyra for Lyrians coaching and therapy services • Equity through discretionary restricted stock units • Paid vacation, sick days, and company holidays • Paid parental leave • 401K with up to 3% matching • Monthly tech allowance • Well-being perks and activities • Surprise swag • Regular community celebrations