Technical Support Engineer

NeuroFlow; Philadelphia (Philadelphia County); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

NeuroFlow in Philadelphia is seeking a Tier 2 Technical Support Engineer to own escalated issues beyond frontline support. You'll work with end users, Customer Success, and engineering to diagnose and resolve application problems using logs, SQL, and system tools in a Windows-based web app.

The ideal candidate has 2+ years in technical support, strong SQL skills, familiarity with IIS/Windows Server, and clear written communication.

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.
• Strong written communication; able to convey technical findings to varied audiences.

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

Skills

SQL queries

Windows OS

Log analysis

Technical support

Clear communication

Tools

SSMS

IIS

Job description

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.

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.

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
• 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

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 prohibits unlawful discrimination against any applicant or employee on the basis of 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 applicable law. All employment decisions are based on qualifications, merit, and business need.

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:

Act in accordance with NeuroFlow's Information Security Policies.

Protect organizational assets from unauthorized access, disclosure, modification, destruction or interference.

Report security events or other risks to the organization

Execute organizational security processes or activities

Perform security responsibilities that defined and communicated for their role

Be responsible for their actions regarding the security of organization