Customer Support Engineer

About this role

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Skills you'll use

What you'll do

• Own end-to-end resolution of customer-reported technical issues with precision, clarity, and speed - balancing technical accuracy with a strong customer orientation
• Build deep platform fluency to troubleshoot effectively across Lyric's product
• Deliver structured, professional written responses that synthesize technical details into accessible language
• Spot patterns across support tickets and propose scalable solutions - automation, documentation, workflows - that reduce repeat issues
• Operate from an AI-first mindset, leveraging AI tools to accelerate diagnosis, response quality, and knowledge capture
• Collaborate closely with Engineering, Product, Customer Success, and Professional Services to close the loop on recurring problems and improve the overall customer experience, proactively identifying opportunities to improve systems rather than just reacting to them
• What we are looking for:
• Required Experience:
• 3–5 years of experience in a customer-facing technical support or SaaS support role in web application operations, analytics, or data operations
• Familiarity with incident management and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce, or similar)

Who can apply

• Operate from an AI-first mindset, leveraging AI tools to accelerate diagnosis, response quality, and knowledge capture
• Collaborate closely with Engineering, Product, Customer Success, and Professional Services to close the loop on recurring problems and improve the overall customer experience, proactively identifying opportunities to improve systems rather than just reacting to them
• 3–5 years of experience in a customer-facing technical support or SaaS support role in web application operations, analytics, or data operations
• Familiarity with incident management and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce, or similar)
• Debugging issues using SQL, APIs, and command-line tools/CLI
• Strong 24/7 operational mindset, with willingness and ability to work shifts, including weekends and holidays
• Customer-focused approach with a sense of urgency and ownership
• Exposure to ETL/ELT processes, data pipelines, and data flow concepts

About Lyric

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