---
title: 'Technical Support Engineer (L2) at Lyra Technology Group'
canonical: 'https://feeny.ai/job/technical-support-engineer-l2-lyra-technology-group-new-york-dcne9r3866rh'
type: 'job'
last_seen: '2026-10-17'
---

# Technical Support Engineer (L2) at Lyra Technology Group

- **Company:** Lyra Technology Group
- **Location:** New York, NY
- **Posted:** 2026-10-08
- **Last confirmed live:** 2026-10-17
- **Apply:** https://job-boards.greenhouse.io/lyratechgroup/jobs/5448378008

## Job description

[Lyra Technology Group](http://www.lyratechgroup.com/) is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of [Evergreen Services Group](http://www.evergreensg.com/), we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Support Engineer-Altourage

Altourage is looking for an experienced Support Engineer to join our Support Desk and serve as the point of escalation for complex support requests and technical issues from the Service Desk queue. The Support Engineer works closely with the Technical Engineering team to support a core group of clients, owning their documentation and technology stack, and collaborates with other Altourage teams on internal requests and complex client projects.

## About Altourage

Altourage is a Manhattan-headquartered, AI-native, client-obsessed managed service provider offering support services, cybersecurity solutions, cloud and infrastructure management, and business transformation consulting. Altourage serves organizations in high-trust sectors, with a focus on financial services, legal, and nonprofit clients. Through a pod-based support model and a 24/7 global service desk, Altourage builds dedicated teams that become a true extension of each client's organization, combining exceptional customer service with deep technology expertise.  Altourage operates at the frontier of applied AI. Leveraging internal R&D, Altourage develops proprietary AI tooling to empower its service desk engineers to tackle increasingly complex issues for its clients. This Support Engineer role sits on the front lines of adopting these technologies, and success in the role will require demonstrating a high level of AI-proficiency and eagerness to iterate and experiment with proprietary frontier technology.

Your work as a Support Engineer will include several components:

Queue & Ticket Management

- Support your clients by ensuring that your tickets are handled according to Altourage best practices.
- Action and own the resolution of escalated tickets from the Service Desk team.
- Review investigation reports and diagnostics surfaced by Vega, Altourage’s AI platform, before initiating work on a ticket.
- Manage and execute agents for ticket resolution when Vega identifies a ticket that can be resolved agentically.
- Use your discretion to manage your calendar and workload so that requests are answered within our contractual SLA requirements.
- Recognize and inform the Support Desk Queue Manager and SM when you are at capacity, so they can react and maintain our SLA commitments.
- Accurately track your time, document your assigned tickets, and update internal documentation according to best practices.
- Properly prioritize and escalate tickets, client care situations, and potential sales opportunities in a timely manner.
- Abide by and work within the parameters of Altourage’s security and confidentiality requirements.

Client Management

- Maintain excellent communication with clients and your team so tickets are properly handled and clients are well informed of ticket progress.
- Serve as the preferred touch point for incoming requests and consultations for certain clients.
- Retain the technical and client personality knowledge required to provide excellent customer service to your preferred clients.
- Mentor, coach, and train Service Desk Support Associates (SAs) on escalated tickets.
- Work with the Support Associates chosen as primary touch points for your clients to ensure they retain the technical and client personality knowledge required to provide excellent customer service.
- Convey to clients an expertise in technology and business processes. Non-technical Altourage clients look to us to be their expert technology partner. Be prepared to answer questions like “How can I get the most value out of my Claude subscription?” or “What is the best AI offering for my business’s highly regulated and secure industry?”

On-site Appointments

- Prepare for and execute on-site appointments with a demeanor that upholds and strengthens our core mission statement.
- Identify important client-initiated scope changes unrelated to your original appointment deliverables, and hand them off to our remote support team in a way that prevents client care situations.

Internal AI & Technology Adoption

- Leverage Vega AI tooling to troubleshoot and resolve complex root cause issues.
- Identify and surface opportunities for improvement and iteration in Altourage’s Vega AI platform.
- Demonstrate a consistent and strong willingness to adopt new technologies as they are developed and rolled out.
- Read, learn, and master all relevant best practice documentation for your position, including ticket management, AI technology and security standards, and time tracking.
- Coordinate with the Technical Engineering, Security, and Technology teams to help configure, install, and maintain clients' front- and back-end infrastructure, including servers, networks, cloud systems, security systems, and workstations.
- Audit and create client documentation, and analyze ticket trends and the corresponding technology assistance and consultations needed for your preferred clients.

Our ideal Support Engineer has the following qualifications:

- 3+ years of IT support experience, including escalation-level (Tier 2/Tier 3) troubleshooting, ideally within a managed services environment.
- Bachelor's degree in computer science, information technology, or a related field desired, or equivalent experience.
- Strong working knowledge of Microsoft 365, Entra ID (Azure AD), Intune, Windows Server, and Active Directory.
- Thorough understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN, firewalls, and wireless).
- Experience supporting Windows and macOS workstations, mobile devices, and common business applications.
- Familiarity with cloud platforms, backup solutions, and endpoint security tools.
- Experience with PSA, RMM, and documentation platforms used in managed services environments.
- Demonstrated ability to own complex issues from diagnosis through resolution and to mentor junior team members.
- Strong organizational and time management skills, with the ability to manage your own calendar and workload against SLA commitments.
- Excellent customer service skills and strong written and verbal communication, with the ability to explain technical information to non-technical audiences.
- Ability to travel to client sites for on-site appointments.
- Nice to have: working knowledge of a scripting language (e.g., PowerShell) and experience supporting financial services, legal, or nonprofit clients.
- Recommended certifications: CompTIA A+, Network+, or Security+, and Microsoft MD-102, MS-102, or AZ-104.

This role is based in New York, NY and will operate on a hybrid basis (in office three days per week) with a base compensation range of $85,000–$95,000.

We are seeking a candidate who goes beyond closing tickets. The ideal candidate will be comfortable owning escalated issues end-to-end, building lasting relationships with a core group of clients, and taking full responsibility for the accuracy of their documentation and technology stack. This includes the ability to receive an escalation, diagnose the root cause, design and implement the right fix, keep the client informed throughout, and leave behind documentation that makes the next request easier for the whole team. If you are a technically strong, client-focused professional who enjoys mentoring others and delivering exceptional service in a managed services environment, we would welcome the opportunity to speak with you.

## About Lyra Technology Group

## Company Overview
- **One-liner**: A permanent holding company that acquires and operates a family of industry-leading IT managed services businesses, retaining each company’s brand, employees, and culture while providing the scale of a global platform.
- **Entity Type**: Private (backed by Evergreen Services Group)
- **Headquarters**: Chicago, Illinois, United States
- **Founded**: 2017 (first acquisition in 2018; Lyra Technology Group launched in 2021)
- **Founders**: Not publicly available; the platform was created by Evergreen Services Group and launched under the leadership of CEO Elliott Hyman

## Core Business
- **Primary industry**: IT Services & IT Consulting (Managed Services, Cybersecurity, Cloud Solutions)
- **Target customers**: Small and medium-sized organizations (SMBs) across various verticals
- **Mission / purpose**: “Grow Your Legacy” – Providing a permanent home for technology service businesses so they can thrive without the pressure of a future exit.

## Products & Services
Lyra Technology Group does not sell a single product; it owns and operates over 100 independently managed IT service companies around the world. Each company delivers its own portfolio, including:
- **Managed IT Services** (helpdesk, network monitoring, on-site support)
- **Cybersecurity** (managed security, compliance, incident response)
- **Cloud & Infrastructure** (migration, Microsoft/AWS/Azure management)
- **AI Process Consulting** (emerging focus – multiple AI Consultant roles posted)
- **IT Project Management** (for enterprise deployments)
- **Hardware & Field Services** (procurement, deployment, break-fix)

## Market Standing
- **Valuation / Market Cap**: Not disclosed (privately held)
- **Key metric**: Annual Revenue estimated between $100M and $500M (per LinkedIn data)
- **Notable Investors / Partners**: Evergreen Services Group (sole platform backer), with a network of 110+ acquired founders
- **Growth Signals**:
  - Over 4,000 team members serving 12,000+ clients and managing 276,000+ devices
  - 22.1% employee headcount growth year-over-year
  - Active M&A: recent acquisitions include Blackbird IT, DKBInnovative (2024), REDD Digital Services (2025), and Optimising IT
  - 34 active job postings (up 36% monthly and 42% yearly)
  - Launching an AI transformation initiative led by Chief Transformation Officer Marlena Slowik

## Competitive Advantages
- **Permanent ownership** – Evergreen Services Group never divests, ensuring long-term stability for acquired companies and their teams.
- **Preservation of identity** – Acquired companies keep their name, leadership, and culture, which drives high employee retention and NPS scores.
- **Scale without bureaucracy** – Each business operates independently, but benefits from shared talent, knowledge, and purchasing power across the Lyra family.
- **Founder-friendly model** – More than 110 founders have chosen to join, signaling strong trust in the partnership approach.

## Strategic Focus
- **AI transformation**: Embedding AI into service delivery and internal operations (dedicated AI process consultants and forward deployment engineers).
- **Geographic expansion**: Operating across the US, UK, Canada, Australia, and New Zealand, with continued regional CEO hires to deepen local presence.
- **Service expansion**: Adding cybersecurity, cloud, and project management capabilities to meet growing SMB demand.
- **Talent development**: Investing in internal career paths, with roles spanning from helpdesk to senior leadership.

## Why Work Here
- **Culture & values**: High employee ratings (4.8/5 overall on LinkedIn, with Culture scored 4.7/5). Core values include Gratitude, Persistence, Growth Mindset, and Integrity.
- **Career opportunities**: Active hiring across 34 positions in engineering, AI, project management, finance, and sales – with clear promotion paths within a rapidly growing group.
- **Work environment**: Mix of remote, hybrid, and on-site roles depending on the company. Many positions offer flexibility; some require local presence for field support.
- **Perks & stability**: Part of a permanent platform (no risk of flip), plus access to a community of industry-leading peers. Benefits include competitive compensation (Compensation rating 4.5/5) and a focus on work-life balance (4.0/5).
- **Engineering & innovation**: Growing AI and cybersecurity teams, with opportunities to work on cutting-edge projects in a stable, founder-oriented organization.

## Sources
1. [lyratechgroup.com](https://lyratechgroup.com/)  
2. [lyratechgroup.com/careers](https://lyratechgroup.com/careers/)  
3. [lyratechgroup.com/our-team](https://lyratechgroup.com/our-team/)  
4. [linkedin.com/company/lyra-technology-group-evergreen](https://www.linkedin.com/company/lyra-technology-group-evergreen)  
5. [job-boards.greenhouse.io/lyratechgroup](http://job-boards.greenhouse.io/lyratechgroup)

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