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Lyra Health is a leading mental health care platform serving over 20 million people globally. The company combines evidence-based clinical care with AI-powered technology to deliver transformative mental health outcomes. Lyra's research shows their care model helps people recover twice as fast and reduces overall healthcare claims costs by 26% annually.
As a Platform Technical Support Specialist, you will be the front-line support contact for Lyra's providers and clients. You'll own the inbound support ticket queue, triaging and responding to requests during West Coast business hours (9AM-5PM PST) while maintaining internal SLAs. Your responsibilities include troubleshooting both software and hardware issues, managing technical FAQ documentation, answering platform-specific questions, and escalating complex issues to appropriate internal teams. You'll also train new providers on the platform and serve as a bridge between users and engineering/clinical operations teams.
You'll need strong technical support experience with multiple systems and applications, expertise in ticketing systems (Zendesk, ServiceNow), and the ability to troubleshoot issues remotely. The role requires excellent communication skills to interface with diverse stakeholders including engineers, providers, and clinical operations staff. You should be skilled at distinguishing user-level experience issues from actual platform bugs, and comfortable learning platform architecture and functionality. Experience with Jira/Atlassian for issue tracking and release monitoring is required.
Preferred qualifications include basic SQL Server knowledge, Salesforce experience, Chromebook support, and familiarity with analytics tools like Sentry and Mixpanel. This is an ideal role for someone who enjoys technical problem-solving, supporting healthcare professionals, and contributing to improved mental health outcomes.
