Tier 2 Technical Support Engineer

NeuroFlow•Philadelphia, PA

13h

About The Position

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.

Requirements

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
Familiarity with web application fundamentals, HTTP, client/server interaction, browser-based interfaces
Strong written communication; able to convey technical findings to varied audiences
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.
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

Nice To Haves

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

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