Technical Support Specialist

NeuroFlow•Philadelphia, PA

12h

About The Position

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.

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.
NeuroFlow will support the clearance process. Obtaining clearance is required to remain in this position.

Nice To Haves

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

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
escalations
Manage customer expectations during extended troubleshooting or engineering
Educate customers on technical best practices to prevent recurring issues