NeuroFlow

Technical Support Specialist

NeuroFlow

full-time

Posted on:

Location Type: Remote

Location: Pennsylvania • United States

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Job Level

Junior

Tech Stack

SQL

About the role

  • 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
  • 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.

Requirements

  • 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 (nice to have)
  • Familiarity with healthcare data standards (HL7, FHIR) (nice to have)
  • 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. Selected candidates will be subject to a government security investigation and must meet all eligibility requirements.
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
EHR integrationsdata workflowsSaaS platform configurationsAPI integrationsSSO implementationstroubleshooting methodologyweb applicationsdatabase systemsbasic SQL querieshealthcare data standards
Soft Skills
customer expectations managementcommunication for technical audiencescommunication for non-technical audiencesdocumentation of technical solutionsnavigating ambiguitybuilding cross-functional relationshipsadvocating for customer impactmanaging competing prioritieseducating customers on best practicesparticipating in defect triage meetings
Certifications
Public Trust security clearance