Lyrebird Health - Customer Support Engineer
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Requirements
• Experience in a technical support, support engineering, or customer success role. • Strong technical troubleshooting skills and the ability to work across a range of issues. • Confidence speaking directly with customers and clinicians over phone and video. • High ownership and initiative - comfortable working independently with limited supervision. • Clear written and verbal communication skills. • Organised and reliable, with strong follow-through on open issues. • Experience supporting healthcare software or working with NHS Trusts. • Familiarity with clinical workflows or regulated environments. • A STEM background or strong technical literacy. • Experience working in a fast-growing start-up or scale-up. • At Lyrebird, you won’t just write code — you’ll help shape the future of the human experience. • If you want to pioneer, to create, and to see your work touch lives directly, we’d love to hear from you. • We’re building a team that reflects the diversity of the people who’ll benefit from our work. We want Lyrebird to be a place where everyone feels safe, supported, and able to thrive. If you’re from an underrepresented background in tech, we especially encourage you to apply — even if you don’t meet every single requirement.
Responsibilities
• Act as the primary support contact for UK-based clinicians and NHS Trust users during UK working hours. • Handle phone and video calls with clinicians and operational users, providing clear, calm, and practical support. • Diagnose and resolve technical issues across product usage, configuration, and workflows. • Own issues end-to-end, from first report through resolution and follow-up. • Support onboarding, training sessions, and trust rollouts alongside Customer Success teams. • Work closely with Product and Engineering to escalate bugs, provide context, and help prioritise fixes. • Feed common issues, patterns, and customer insights back into documentation, FAQs, to help improve internal processes. • Act as the voice to UK customers raising product feature requests and improvements to product and engineering teams • Act as a trusted, reliable point of contact for UK customers, helping build confidence as Lyrebird expands across the NHS.
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