Technical Support Specialist

NeuroFlow's Technical Support Specialist serves as a critical bridge between end-users, implementation teams, client success, and engineering across our multi-product healthcare SaaS portfolio (NeuroFlow, BHL, Owl, Quartet). In this role, you'll balance advanced technical troubleshooting with strategic problem-solving in a fast-scaling organization where processes are evolving and cross-functional collaboration is essential. You'll maintain 98%+ SLA compliance while managing complex support issues across distinct product lines, each with unique technical architectures and customer expectations. Success requires equal parts technical expertise, customer empathy, and organizational savvy.

Key Responsibilities

Multi-Product Technical Support (50%)

• 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

Engineering & Product Collaboration (25%)

• 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

Knowledge Management & Enablement (20%)

• 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

External Communication (5%)

• Translate complex technical concepts into accessible language for non-technical audiences
• escalations
• Manage customer expectations during extended troubleshooting or engineering
• Educate customers on technical best practices to prevent recurring issues

Success Metrics

Operational Excellence:

• 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.

Cross-Functional Impact:

• 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

Required Qualifications

Experience:

• 2+ years in technical support, customer success engineering, or IT support roles
• Proven experience supporting SaaS products with complex integrations (EHR, API, SSO)
• Track record of maintaining SLA compliance in high-volume support environments

Technical Skills:

• 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)

Organizational Skills:

• Experience working in fast-scaling organizations where processes are actively evolving
• Comfortable navigating ambiguity and building cross-functional relationships

Communication:

• Exceptional written and verbal communication for technical and non-technical audiences
• Ability to document complex technical solutions clearly and concisely

Security Requirements

• United States Citizenship
• Applicants selected will be subject to a security investigation and eligibility requirements for access to classified (Public Trust) information.

Preferred Qualifications

• Healthcare SaaS or behavioral health technology experience
• Exposure to multiple product lines within a single organization
• Background in solutions engineering or customer success engineering

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.