NeuroFlow · 14 hours ago
Technical Support Specialist
Philadelphia
Full-time
Onsite
Entry Level
1+ years expNeuroFlow is a healthcare technology company focused on integrating behavioral health into the healthcare ecosystem. The Technical Support Specialist serves as a critical bridge between end-users and engineering, responsible for advanced technical troubleshooting and maintaining SLA compliance across multiple product lines.
WellnessHealthcareFitnessHealth CareMental HealthmHealth
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Resolve escalated support tickets across NeuroFlow's product portfolio, navigating product-specific technical nuances including EHR integrations, data workflows, and platform configurations
Diagnose and troubleshoot advanced technical issues spanning software configurations, API integrations, SSO implementations, and user-reported defects
Maintain 98%+ first response SLA compliance (8-hour target) while managing competing priorities across product lines
Triage and route issues to appropriate engineering teams, translating customer problems into actionable technical requirements
Partner with engineering to reproduce, document, and validate defect fixes
Participate in defect triage meetings, advocating for customer impact and priority escalation
Surface recurring technical issues and customer friction points to inform product roadmap
Create and maintain multi-product knowledge base articles to drive user adoption and self-enablement
Document product-specific technical patterns and common resolution paths to reduce repetitive escalations
Track and analyze support trends to identify systemic issues requiring engineering attention
Translate complex technical concepts into accessible language for non-technical audiences
Manage customer expectations during extended troubleshooting or engineering escalations
Educate customers on technical best practices to prevent recurring issues
Maintain 98%+ first response SLA compliance across all product lines
Reduce resolution time for repeat issues through improved documentation
Close 80%+ of assigned tickets without re-escalation
Navigate internal and external interactions with an eye for collaboration and practices of customer service
Contribute technical input to 90%+ of applicable product/engineering discussions
Document 15+ high-quality knowledge base articles per quarter
Enable implementation team to self-resolve 30% of technical questions
Qualification
Required
1+ years of experience in healthcare technology, including EHR integrations, data workflows, and SaaS platform configurations
Proven success supporting SaaS products with complex integrations such as EHR, API, and SSO
Demonstrated ability to maintain SLA compliance in fast-paced, high-volume support environments
Strong troubleshooting methodology across web applications, APIs, and database systems
Proficiency with support platforms (Zendesk, Jira) and ticketing workflows
Ability to read and interpret logs, API responses, and basic SQL queries
Familiarity with healthcare data standards (HL7, FHIR)
Experience working in fast-scaling organizations where processes are actively evolving
Comfortable navigating ambiguity and building cross-functional relationships
Exceptional written and verbal communication for technical and non-technical audiences
Ability to document complex technical solutions clearly and concisely
U.S. Citizenship Required: Applicants must be U.S. citizens and able to obtain and maintain Public Trust security clearance
Preferred
Healthcare SaaS or behavioral health technology experience
Exposure to multiple product lines within a single organization
Background in solutions engineering or customer success engineering
Benefits
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
Company
NeuroFlow
NeuroFlow is a HIPAA compliant digital health platform that optimizes the way behavioral healthcare is delivered, tracked, and assessed.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$60.55MKey Investors
Concord Health PartnersSEMCAPMission Daybreak
2025-05-15Grant· $2.8M
2023-09-06Series Unknown
2022-10-12Series C· $25M
Leadership Team
Christopher Molaro
CEO
John Boles
Vice President
Recent News
2025-07-17
Company data provided by crunchbase