Technical Support Specialist- Swing Shift

Technical Support Specialist
- Swing Shift

Remote

Lirio is a technology/software company that provides expertise in a variety of behavioral science domains (e.g., behavioral economics, social psychology, public health), data science, and machine learning to drive consumer engagement, close gaps in preventive and chronic care, and promote health and well-being across an individual’s lifespan. Lirio’s behavior change AI platform unites behavioral science with advanced artificial intelligence (AI) to deliver Precision Nudging health interventions.

Precision Nudging is the application of behavioral science to health interventions personalized by AI toeach individualthatovercomebarriers to action at the right time and place for scalable, behavior change.

To ensure an excellent onboarding experience and integration into the company, new colleagues will spend their first week onsite at one of our offices in Tennessee. Travel expenses will be paid. This is a requirement.

This is a remote role. All applicants mustbe authorized towork in the US without sponsorship.

The shift hours for this role are 7pm EST- 4am EST. Candidates from any UStimezonemay apply.

This is a contract-to-hire role with a contract period of 1-3 months.

The Technical Support role within Customer Operation sis responsible for supporting, managing, and troubleshooting client environments and services. This position requires hands-on experience with REST services, API tools, and various communication and monitoring platforms. The role collaborates with cross-functional teams to implement technical solutions, ensure quality service delivery,maintain documentation, and drive process improvements.

Strong communication skills, adaptability in an agile environment, and a commitment to high-quality work are essential for success in this position.

• Use REST services and toolssuch as Postman APItoset upand manage critical client environments for our services.
• Monitor/assessproduction applications and message distributions using tools and services such asDataDog,Email Data Source, Send Grid,Mailgun,Mailgun Optimize,Twilio,Salesforce,Microsoft Dynamics, Snowflakeetc. Support analysis and process improvements associated with findings.
• Participate in a cross-functional and limited polyglot manner; possibilities include learning and helping with the UI or backend services, helping the data science team,assisting
  
  Application Support Engineers, processing change requests for Client Success
• Support technology and processes; this may includedataETL,software configuration,manipulatingmessage templates/HTML, etc.
• Manage Client Service desk,maintain change request backlog,troubleshoot reported issues,escalate to appropriate teams where needed with clear and concise escalationdetails
• Monitor, manage,andmaintainmultiplecommunications channel configurations using
  
  Mailgun, Twilio,Salesforce,MS Dynamics,etc.
• Assist Application Support Engineers in User Acceptance Testing(UAT) for new clients and platform capabilities.
• Work in a highly collaborative, multi-tasking, continually learning and agile Dev Ops environment.
• Produce high-quality work anddemonstratea high work ethic.
• Act inself-directedandattentive manner related toclientoperations.
• Be able to work in an Agile environment(e.g., Scrum,SAFe).
• Write and verify documentation related to infrastructure, products, and tools. Documentation includesAPIdocs,wikipages,troubleshooting guides,use of technology,rolesandresponsibilities,etc.
• Communicate effectively and clearly with both internal and clients; fail fast and learn from mistakes.

• Bachelor’s degree in related field preferred
• 2-5years experience in a similar role supporting a SaaS product
• Intermediate use of Python,HTML, CSS
• Hands-on experience with databases such asPostgreSQL or Snowflake with SQL skills.
• Hands-on experiencetroubleshooting complex issues with monitoring and logging tools:
  Datadog
• Understanding of Amazon Web Services,Microsoft Azure, and other cloud services.
• Familiarity with
  
  JiraService Deskor other incident management systems.
• Medical (HSA available)
• Vision
• Short-term & long-term disability (company-paid)
• Life & AD&D (company-paid)
• 401K with company match
• 10 paid holidays, quarterly company closure dates, + holiday week company closure
• Flexible time off policy
• Work from home
• 6 weekspaid parental leave
• Salary range: $30-35/hour
• Schedule7pm-4am EST

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