Technical Support Specialist at NeuroFlow

Philadelphia, Pennsylvania, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

Advanced technical troubleshooting skills across multi-product SaaS portfolio (NeuroFlow, BHL, Owl, Quartet)
Expertise in product-specific technical nuances including EHR integrations, data workflows, platform configurations, software configurations, API integrations, SSO implementations, and user-reported defects
Ability to maintain 98%+ first response SLA compliance (8-hour target) while managing competing priorities
Strong customer empathy combined with organizational savvy for cross-functional collaboration
Capability to translate customer problems into actionable technical requirements
Experience in fast-scaling organizations with evolving processes

Responsibilities

Resolve escalated support tickets across NeuroFlow's product portfolio, navigating product-specific technical nuances including EHR integrations, data workflows, and platform configurations (50%)
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 (25%)
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 (20%)
Document product-specific technical patterns and common resolution paths to reduce repetitive escalations
Track and analyze support metrics (incomplete in description)

Questions & Answers

Common questions about this position

What is the salary or compensation for the Technical Support Specialist role?

This information is not specified in the job description.

Is this Technical Support Specialist position remote or does it require office work?

This information is not specified in the job description.

What skills are required for the Technical Support Specialist role?

The role requires advanced technical troubleshooting, strategic problem-solving, customer empathy, organizational savvy, and the ability to handle product-specific technical nuances like EHR integrations and data workflows.

What is the company culture like at NeuroFlow?

NeuroFlow has an award-winning culture built around encouragement, daring to be great, core values that team members uphold and keep each other accountable to, flexibility, agility, and working in a fun, challenging, fast-paced environment with direct impact.

What makes a strong candidate for the Technical Support Specialist position?

Strong candidates balance technical expertise with customer empathy and organizational savvy, excel at advanced troubleshooting and strategic problem-solving in a fast-scaling environment, and can maintain high SLA compliance while handling complex multi-product support issues.

NeuroFlow

Mental health care technology platform provider

About NeuroFlow

NeuroFlow specializes in mental health care solutions by providing a platform that integrates software for both consumers and healthcare providers. This platform helps clinical teams manage patient care more effectively by identifying individuals who need mental health support and prioritizing their needs. NeuroFlow serves a variety of clients, including health systems, government and military organizations, behavioral health networks, and health plans. Its platform reduces the workload for providers, improves patient access to services, and supports a focus on patient outcomes rather than just the volume of services. The company generates revenue through subscription fees and service contracts, offering a scalable solution that aims to enhance mental health outcomes while lowering costs.

Philadelphia, PennsylvaniaHeadquarters

2017Year Founded

$2.2MTotal Funding

SEEDCompany Stage

HealthcareIndustries

51-200Employees

Benefits

Flexible Work Hours

Unlimited Paid Time Off

Wellness Program

Mental Health Support

Health Insurance

Parental Leave

401(k) Retirement Plan

Gym Membership

Commuter Benefits

Risks

Increased competition from startups could threaten NeuroFlow's market share.

Rapid technological advancements may outpace NeuroFlow's current capabilities.

Multiple acquisitions could lead to integration challenges affecting service quality.

Differentiation

NeuroFlow integrates behavioral health solutions across primary and specialty care settings.

The platform offers evidence-based practices to support mental health across care continuums.

NeuroFlow's acquisition of Owl enhances its behavioral health measurement and engagement capabilities.

Upsides

NeuroFlow's partnerships improve care for underserved communities, like the Medicaid population.

The acquisition of Intermountain's model enhances clinical decision-making and patient-provider engagement.

Maternal Mental Health 'Pathways' addresses systemic barriers in maternal mental healthcare.

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