Position Overview

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.

This role goes beyond scripted troubleshooting, you'll use SQL, logs, and system tools to do real diagnostic work on a complex, enterprise web application. Strong technical instincts are valued here; a software development background is not required.

Key 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

Required Qualifications

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

Preferred Qualifications

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

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.

What We Believe:

NeuroFlow prohibits unlawful discrimination against any applicant or employee on the basis of race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by applicable law. All employment decisions are based on qualifications, merit, and business need.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are typically done which will ensure an equal employment opportunity without imposing undue hardship on NeuroFlow. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

As a HIPAA compliant organization

All team members shall:

Act in accordance with NeuroFlow’s Information Security Policies.

Protect organizational assets from unauthorized access, disclosure, modification, destruction or interference.