Lyric is an AI-first, platform-based healthcare technology company, committed to simplifying the business of care by preventing inaccurate payments and reducing overall waste in the healthcare ecosystem, enabling more efficient use of resources to reduce the cost of care for payers, providers, and patients. Lyric, formerly ClaimsXten, is a market leader with 35 years of pre-pay editing expertise, dedicated teams, and top technology. Lyric is proud to be recognized as 2025 Best in KLAS for Pre-Payment Accuracy and Integrity and is HI-TRUST and SOC2 certified, and a recipient of the 2025 CandE Award for Candidate Experience. Interested in shaping the future of healthcare with AI? Explore opportunities at lyric.ai/careers and drive innovation with #YouToThePowerOfAI. Applicants must already be legally authorized to work in the U.S. Visa sponsorship/sponsorship assumption and other immigration support are not available for this position. The Senior Support Engineer helps customers succeed on our cloud-based application running on Azure with a SQL server backend and a .NET/C# codebase. This position has ownership of escalated, high-impact issues - reproducing problems, interrogating telemetry and logs, querying databases, and performing disciplined root-cause analysis. This position communicates clearly with customers, coordinates with engineering, and (when appropriate) ships small, safe fixes or automation to reduce repeat incidents. ESSENTIAL JOB RESPONSIBILITIES Customer-facing incident ownership (L3 escalation) - Own escalated cases from intake to resolution: triage, severity assessment, containment, fix/mitigation, and customer updates. - Translate ambiguous customer symptoms into testable hypotheses and actionable next steps. - Outcomes: measurable improvements in time-to-mitigation, time-to-resolution, and CSAT on escalated cases. Deep troubleshooting and root-cause analysis - Use observability tools to investigate failures and performance regressions (logs, traces, metrics). For Azure-based systems, this commonly involves Azure Monitor / Application Insights / Log Analytics workflows. - Debug .NET/C# services (locally and in controlled production scenarios) to identify code, configuration, or dependency causes. - Outcomes: consistent delivery of high-quality RCA write-ups (what happened, why, customer impact, and prevention plan) and reduced repeat incidents. SQL Server / data-layer investigation - Write and optimize T-SQL queries to validate data integrity, reproduce issues, and assess impact. - Use SQL Server Management Studio (SSMS) daily to inspect schemas, analyze queries, and gather evidence. - Outcomes: faster diagnosis of data-related issues; fewer incidents caused by bad data or query regressions. Production support with strong safety and judgment - Safely access production systems following runbooks and least-privilege practices; document actions taken and results. - Identify when escalation to engineering/on-call is required vs. when the issue can be resolved within support. - Outcomes: correct severity calls, minimal operational risk, clear audit trail. Engineering partnership and continuous improvement - File high-signal bug reports (repro steps, logs, impact, suspected commit/component) and collaborate with engineering through to closure. - For smaller issues, implement low-risk code fixes (e.g., defensive checks, better error handling, logging improvements) and follow PR standards. - Create/update runbooks and knowledge base articles to shift repeated work left. - Proactively monitor the health of our environment: identify, escalate, and resolve issues to minimize downtime and incidents. - Outcomes: reduced backlog of recurring issues; improved self-service and Tier 1/2 deflection. REQUIRED QUALIFICATIONS - Minimum of five (5) years in technical support, application support, production operations, SRE-adjacent support, or software engineering with significant on-call/incident responsibility. - Strong proficiency debugging C# / .NET applications (reading code, tracing execution, diagnosing exceptions, validating fixes). - Strong proficiency with SQL Server and T-SQL, including investigative querying and basic query performance awareness. - Hands-on experience with SSMS and routine database investigation workflows. - Practical experience using observability to troubleshoot production issues (logs/metrics/traces). Familiarity with Azure Monitor / Application Insights is highly aligned with this role. - Working knowledge of Azure fundamentals (Azure Portal navigation, common services, deployments, identity/access concepts). - Experience working customer-facing escalations: clear written updates, expectation-setting, and technical explanations for mixed audiences. - Comfort operating in an incident process (ticketing, triage, comms, postmortems/RCA). - A solid grasp of cloud security and best practices and an understanding of compliance standards such as HIPAA and HITRUST. PREFERRED QUALIFICATIONS - Experience supporting production workloads on AWS - Hands-on troubleshooting in Kubernetes environments and familiarity with how applications are exposed and routed inside a cluster. - Practical container experience with Docker. - Proficiency working with DataDog (metrics, dashboards, monitors/alerts) - Experience querying and troubleshooting PostgreSQL - Familiarity with Snowflake - Familiarity with Azure DevOps (repos, PRs, pipelines) and CI/CD fundamentals. - SQL performance tuning experience. ***The US base salary range for this full-time position is: $86,973.00 - $130,460.00 The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. Please note that the compensation details listed in US role postings reflect the base salary only, and does not reflect the value of the total rewards compensation. *** Lyric is an Equal Opportunity Employer that strives to create an inclusive environment, empower employees and embrace collaborative success.

• Troubleshooting and resolving issues across business applications, networking, and hardware • Fields support calls, chat, email, and/or other communication from users • Works with customers to reproduce, investigate, and resolve challenges • Guides customers through diagnostic and troubleshooting processes • Collaborates with internal staff and 3rd party vendors for resolutions • Creates Knowledge base articles to document fixes • Mentors more Jr. staff within the support team

Role Description We're looking for a customer-focused Technical Support Specialist with hands-on experience in SaaS platforms and data analytics. This is a replacement hire for a critical support function, and we are moving quickly. The bar is high and the expectations are clear from day one. You will help customers troubleshoot technical issues, optimize workflows, and get the most out of the platform. This role requires someone who is: - Analytical - Detail-oriented - Proactive with queue management - Comfortable navigating customer conversations and backend systems If you have supported SaaS products before, can write SQL queries, and take pride in clean ticket handling and strong handoff communication, this is a strong fit. This role operates across two rotating shifts within a 2 AM to 9 PM Eastern support window. Rotational scheduling is expected and will be set clearly upfront. This is not a fixed single-shift position. Qualifications - 3 to 5+ years of experience in technical support within a SaaS or software environment - Strong queue management discipline: fast response times, no ticket backlog, and clean handoffs are non-negotiable - Strong knowledge of SQL and experience using data or log monitoring tools such as Sentry, Splunk, or Papertrail - Familiarity with ticketing systems such as Jira, Zendesk, or Freshdesk - Habit of reading full ticket history before engaging with a customer - Excellent English communication skills: clear, empathetic, and concise - Strong analytical and troubleshooting ability with high attention to detail - Organized, self-sufficient, and comfortable working in a fast-paced environment - Availability to work rotating shifts within a 2 AM to 9 PM Eastern support window Requirements - Research, troubleshoot, and resolve technical issues through email, chat, or live sessions - Always review prior ticket history before responding to a customer, no exceptions - Validate and replicate user-reported bugs, analyze logs, and identify root causes - Communicate technical solutions clearly and empathetically to customers - Manage your queue proactively with fast response times and no tickets left unattended - Escalate critical issues immediately and within shift hours rather than scheduling outside your shift - Execute clean, documented handoffs at every shift transition so the next agent never has to guess what happened - Keep ticket status, notes, and next steps current throughout your shift - Flag unresolved or high-risk tickets before signing off, not after - Use SQL queries and monitoring tools such as Sentry, Splunk, or Papertrail to investigate issues - Analyze patterns in technical incidents and surface insights for product improvement - Document solutions and contribute to internal knowledge bases for self-service support - Partner with Engineering, Product, and Customer Success to escalate and resolve complex issues - Support QA testing and validation for new releases or bug fixes - Advocate for the customer experience by identifying recurring themes and improvement opportunities - Contribute to support documentation, internal playbooks, and FAQs Benefits - You will be paid in USD (bi-monthly: every 15th and 30th) - Paid Time Off in accordance with company policy - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you're most productive - Collaborate with global customers and cross-functional teams including Engineering, Product, and Customer Success - Join a fast-growing fintech startup improving how businesses manage cash flow How to Apply Please include: - Your updated resume - A short Loom video (1 to 2 minutes) introducing yourself, describing a support case you handled well under pressure, and explaining how you manage your queue and handoffs during a shift - A short bullet list of SaaS tools and technical issues you have supported Only candidates who submit a Loom video will be moved to the next step of the hiring process. If you take support seriously, manage your queue without being reminded, hand off cleanly every single shift, and want to be the person your team can actually count on, this role is yours to own. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.

• Own Tier-2 Escalations • Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams • Reproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-related • Provide clear interim updates and technical summaries for customer-facing teams • Investigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions) • Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations • Create structured bug reports with reproducible steps, logs, and impact assessments • Classify severity and coordinate with engineering on prioritization and resolution timelines • Track issues through resolution and communicate status to stakeholders • Build and maintain advanced troubleshooting guides and internal runbooks • Document known issues, workarounds, and diagnostic steps • Identify recurring failure points, friction, or reliability risks • Optimize support workflows, tagging, and escalation paths