Technical Support Engineer

About Us

NeuroFlow was founded by CEO Christopher Molaro, a West Point graduate and former army platoon leader who served in Iraq. After experiencing firsthand the gaps in the behavioral health system, Chris met co-founder Adam Pardes while pursuing his MBA at Wharton. Together, they created NeuroFlow to systematically integrate behavioral health into the full healthcare ecosystem, ensuring no one who needs support falls through the cracks.

We partner with healthcare leaders to drive better outcomes, lower total cost of care, and make behavioral health risk more predictable and transparent. Our platforms identify population behavioral health risk early, engage individuals with acuity-specific resources, and enable care teams to make smarter, more efficient decisions.

NeuroFlow’s award-winning culture is built around encouragement, flexibility, and agility. Our core values guide us as we navigate and transform an industry where "no" or "can't" is too often the default. We offer a fun, challenging, and fast-paced environment with direct impact on closing the divide between mental and physical health.

About the Role

The Tier 2 Technical Support Engineer owns escalated issues that require hands-on investigation beyond frontline support. This role works directly with end users, Customer Success, and engineering to diagnose and resolve application issues using logs, database queries, and system-level tools. The right candidate is technically solid, methodical, and comfortable digging into a Windows-based web application stack without being a software developer. This role involves real diagnostic work on a complex, enterprise web application using SQL, logs, and system tools—strong technical instincts are valued over a software development background.

Responsibilities

• Triage and resolve escalated support tickets; reproduce issues and drive them to closure
• Investigate application errors using IIS logs, Windows Event Viewer, and application log files
• Write and execute SQL queries against SQL Server to validate data state and diagnose data issues
• Navigate Windows Server environments, file systems, services, and IIS using standard admin tools
• Escalate confirmed defects to engineering with clear write-ups: steps to reproduce, environment details, log excerpts
• Communicate status updates clearly to both technical and non-technical stakeholders
• Maintain accurate ticket records and contribute to internal knowledge base and runbooks

Requirements

• 2+ years in a technical support, application analyst, or similar hands-on technical role
• Working knowledge of Windows operating systems in a professional or server context
• Ability to write basic SQL queries, including filtering, joins, and aggregations
• Experience reading application and system logs to identify errors and root causes
• Familiarity with web application fundamentals: HTTP, client/server interaction, browser-based interfaces
• Strong written communication; able to convey technical findings to varied audiences

Preferred Qualifications

• Experience with IIS log analysis and SQL Server Management Studio (SSMS)
• Exposure to ticketing systems such as Jira, Zendesk, or ServiceNow
• Background supporting applications in regulated environments (healthcare, government, or financial services)
• Familiarity with monitoring and operations tools (Dynatrace, Datadog, PagerDuty, or similar)
• Basic PowerShell scripting for diagnostics

Benefits

• Flexible work schedule and unlimited PTO
• Physical and mental wellness benefits
• Medical coverage
• Parental leave
• 401K
• Company-sponsored events
• Referral program
• Onsite gym and dog-friendly office
• Snacks in the office
• Commuter benefits
• Onsite massages