Technical Support Specialist

Who We Are

NeuroFlow CEO and West Point graduate Christopher Molaro served in the army for five years, including a tour in Iraq as a platoon leader. Coming back home, he experienced firsthand the gaps in the behavioral health system and how veterans and civilians alike face too many barriers when it comes to receiving appropriate, timely care.

While pursuing his MBA at Wharton, Chris met his future co-founder Adam Pardes, and the two agreed - even the most engaging digital mental health apps in the world wouldn't truly change the problem; only a solution that systematically integrated behavioral health into the full healthcare ecosystem could create meaningful change. And so they created NeuroFlow.

What We Do :

We pride ourselves on partnering with healthcare leaders to assist in driving better outcomes, lowering total cost of care, and making behavioral health risk more predictable and transparent. NeuroFlow exists to make sure no one who needs behavioral health support falls through the cracks.

We build more than just engaging digital health tools for self-care : we create platforms that identify population behavioral health risk early, engage individuals with acuity-specific resources, and enable care teams to make smarter and more efficient decisions. Together, NeuroFlow's solutions arm healthcare organizations with the insights they need to overcome the systemic challenges in today's healthcare ecosystem.

How We Do It :

The award-winning culture at NeuroFlow is one built around encouragement and daring to be great. Our core values have been displayed in our office since day one, and each team member is responsible for carrying out these values and keeping each other accountable to them. We succeed through our flexibility and agility, navigating and transforming an industry ripe for change where "no" or "can't" is too often the default. NeuroFlow offers unique opportunities to work in a fun and challenging fast-paced environment with direct, meaningful impact on helping to close the divide between mental and physical health.

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%)

Knowledge Management & Enablement (20%)

External Communication (5%)

Success Metrics

Operational Excellence :

Cross-Functional Impact :

Required Qualifications

Experience :

Technical Skills :

Organizational Skills :

Communication :

Security Requirements

Preferred Qualifications

Company 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.

What We Believe :

NeuroFlow is a proud equal opportunity employer. Every day we are working to tackle the mental health crisis in America, and in order to do that well, we need diverse voices, experiences, and perspectives at the table. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability

As a HIPAA compliant organization

All team members shall :