Technical Support Specialist- Swing Shift

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.   

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 must be authorized to work in the US without sponsorship.  

The shift hours for this role are 7pm EST- 4am EST. Candidates from any US time zone may apply.  

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

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.  

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; fail fast and learn from mistakes.    

Qualifications

Bachelor’s degree in related field preferred  

2-5 years experience in a similar role supporting a SaaS product  

2-5 years experience in an agile DevOps environment preferred  

Intermediate use of Python, HTML, CSS   

Hands-on experience with databases such as PostgreSQL or Snowflake with SQL skills.   

Hands-on experience troubleshooting complex issues with monitoring and logging tools: Datadog  

Understanding of Amazon Web Services, Microsoft Azure, and other cloud services.  

Familiarity with Jira Service Desk or other incident management systems.  

Benefits  (Upon Conversion)  

Medical (HSA available)   

Dental   

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 weeks paid parental leave  

Salary range: $30-35/hour  

Schedule 7pm-4am EST