- Job type
- Full-time
- Work mode
- Remote
- Level
- Not listed
- Department
- Information Technology
- Experience
- Not listed
- Posted
- Sep 9, 2026
About the role
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
Benefits
- Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
- Lyra for Lyrians; coaching and therapy services
- Equity in the company through discretionary restricted stock units
- Competitive time off with pay policies including 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, and regular community celebrations