Tier 2 Technical Support Engineer

Описание вакансии

Who We Are

NeuroFlow CEO and West Point graduate Christopher Molaro served in the army for five years, including a tour in Iraq as a platoon leader. Coming back home, he experienced firsthand the gaps in the behavioral health system and how veterans and civilians alike face too many barriers when it comes to receiving appropriate, timely care.

While pursuing his MBA at Wharton, Chris met his future co-founder Adam Pardes, and the two agreed – even the most engaging digital mental health apps in the world wouldn’t truly change the problem; only a solution that systematically integrated behavioral health into the full healthcare ecosystem could create meaningful change. And so they created NeuroFlow.

What We Do:

We pride ourselves on partnering with healthcare leaders to assist in driving better outcomes, lowering total cost of care, and making behavioral health risk more predictable and transparent. NeuroFlow exists to make sure no one who needs behavioral health support falls through the cracks.

We build more than just engaging digital health tools for self-care: we create platforms that identify population behavioral health risk early, engage individuals with acuity-specific resources, and enable care teams to make smarter and more efficient decisions. Together, NeuroFlow’s solutions arm healthcare organizations with the insights they need to overcome the systemic challenges in today’s healthcare ecosystem.

How We Do It:

The award-winning culture at NeuroFlow is one built around encouragement and daring to be great. Our core values have been displayed in our office since day one, and each team member is responsible for carrying out these values and keeping each other accountable to them. We succeed through our flexibility and agility, navigating and transforming an industry ripe for change where “no” or “can’t” is too often the default.  NeuroFlow offers unique opportunities to work in a fun and challenging fast-paced environment with direct, meaningful impact on helping to close the divide between mental and physical health.

Position Overview

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.

Key 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, 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

Required Qualifications

• 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, 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
• Comfort with AI tools and a genuine curiosity about how emerging technology can be applied to do better, faster work

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

About You:

• This role goes beyond scripted troubleshooting, you'll use SQL, logs, and system tools to do real diagnostic work on a complex, enterprise web application. Strong technical instincts are valued here; a software development background is not required.

Security Requirements

• U.S. Citizenship Required: Applicants must be U.S. citizens and able to obtain and maintain Public Trust security clearance. Selected candidates will be subject to a government security investigation and must meet all eligibility requirements.
• NeuroFlow will support the clearance process. Obtaining clearance is required to remain in this position.

Company Benefits:

\*Applicable for full time employees

Flexible work schedule, unlimited PTO, physical and mental wellness benefits, medical coverage, parental leave, 401K, company-sponsored events, referral program, onsite gym, dog friendly office, snacks in the office, commuter benefits, onsite massages.

What We Believe:

NeuroFlow is a proud equal opportunity employer. Every day we are working to tackle the mental health crisis in America, and in order to do that well, we need diverse voices, experiences, and perspectives at the table. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability\*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace. 

*\*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are typically done which will ensure an equal employment opportunity without imposing undue hardship on NeuroFlow. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.*

As a HIPAA compliant organization

All team members shall:

1. Act in accordance with NeuroFlow’s Information Security Policies.
2. Protect organizational assets from unauthorized access, disclosure, modification, destruction or interference.
3. Report security events or other risks to the organization
4. Execute organizational security processes or activities
5. Perform security responsibilities that defined and communicated for their role
6. Be responsible for their actions regarding the security of organization