Technical Support Specialist

Neuro Flow 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 Neuro Flow.

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. Neuro Flow exists to make sure no one who needs behavioral health support falls through the cracks.

The award‑winning culture at Neuro Flow 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.

Neuro Flow 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.

The Neuro Flow Technical Support Specialist serves as a critical bridge between end‑users, implementation teams, client success, and engineering across our multi‑product healthcare SaaS portfolio (Neuro Flow, 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.

Multi‑Product Technical Support (50%)

• Resolve escalated support tickets across Neuro Flow'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%)

• 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

Knowledge Management & Enablement (20%)

• 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
• Track and analyze support trends to identify systemic issues requiring engineering attention

External Communication (5%)

• 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

Operational Excellence

• Maintain 98%+ first response SLA compliance across all product lines
• Reduce resolution time for repeat issues through improved documentation
• Close 80%+ of assigned tickets without re‑escalation
• Navigate internal and external interactions with an eye for collaboration and practices…