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Lyra Health is a leading mental health solutions provider for employers, supporting over 20 million people globally. The company has delivered 13 million mental health sessions and published 20+ peer-reviewed studies demonstrating clinical effectiveness and cost efficiency. Lyra's AI-powered platform combines integrated care delivery with technology to help people recover faster and reduce overall healthcare costs by 26% annually.
In this Technical Support Specialist role, you will be the front-line support contact for Lyra's providers and clients during GMT business hours (9AM-5PM GMT). You will own the inbound support ticket queue, triaging and responding to requests according to internal SLAs. Key responsibilities include troubleshooting software and hardware issues, managing technical FAQ articles, answering platform-specific questions, training new providers on the system, and escalating complex issues to appropriate internal teams. You will interface with multiple stakeholders including Engineering, Providers, and Clinical Operations, requiring strong audience-appropriate communication skills.
You should have a strong technical support background supporting users, applications, and multiple systems. Expertise with ticketing systems (Zendesk, ServiceNow) and queue management is essential. You must be skilled at remote troubleshooting for both hardware and platform-related issues, and able to distinguish between user-level experience problems and actual platform bugs. Familiarity with Jira-Atlassian or equivalent issue tracking systems is required. You will need to quickly learn the platform's architecture and expected functions.
Desired qualifications include a Bachelor's or Associate's degree, prior experience in healthcare tech or SaaS technical support environments, basic SQL Server database knowledge, Salesforce experience, Chromebook support, and familiarity with Sentry or Mixpanel analytics tools.
REQUIREMENTS:
- Strong technical support background (user, application, and multi-system support)
- Excellent communication skills, audience-appropriate for diverse stakeholders
- Ticketing system expertise (Zendesk, ServiceNow, or similar)
- Proficiency managing ticket queues, requester communications, and response SLAs
- Ability to learn platform architecture and expected functions
- Remote troubleshooting skills for hardware and platform issues
- Ability to distinguish user-level issues from platform bugs
- Jira-Atlassian exposure or equivalent
- Desired: Bachelor's or Associate's degree
- Desired: Healthcare tech or SaaS support experience
- Desired: Basic SQL Server database knowledge
- Desired: Salesforce, Chromebook support, Sentry, or Mixpanel experience
