Technical Support Specialist

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 to each individual that overcome barriers to action at the right time and place for scalable, behavior change. 

This is a remote role with the opportunity to be hybrid if located in Tennessee. All applicants must be authorized to work in the US without sponsorship.

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. 

Position Summary

The Technical Support role within Customer Operations is 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. 

Essential Duties

• Use REST services and tools such as Postman API to set up and manage critical client environments for our services.
• Monitor/assess production applications and message distributions using tools and services such as DataDog, Email Data Source, SendGrid, Mailgun, Mailgun Optimize, Twilio, Salesforce, Microsoft Dynamics, Snowflake etc. 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 include data ETL, software configuration, manipulating message templates/HTML, etc. 
• Manage Client Service desk, maintain change request backlog, troubleshoot reported issues, escalate to appropriate teams where needed with clear and concise escalation details
• Monitor, manage, and maintain multiple communications 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 DevOps environment. 
• Produce high-quality work and demonstrate a high work ethic. 
• Act in self-directed and attentive manner related to client operations.  
• Be able to work in an Agile environment (e.g., Scrum, SAFe). 
• Write and verify documentation related to infrastructure, products, and tools. Documentation includes API docs, wiki pages, troubleshooting guides, use of technology, roles and responsibilities, etc.  
• Communicate effectively and clearly with both internal and clients