Technical Support Engineer

Tier 2 Technical Support EngineerThe 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 ResponsibilitiesTriage and resolve escalated support tickets; reproduce issues and drive them to closureInvestigate application errors using IIS logs, Windows Event Viewer, and application log filesWrite and execute SQL queries against SQL Server to validate data state and diagnose data issuesNavigate Windows Server environments, file systems, services, IIS, using standard admin toolsEscalate confirmed defects to engineering with clear write-ups: steps to reproduce, environment details, log excerptsCommunicate status updates clearly to both technical and non-technical stakeholdersMaintain accurate ticket records and contribute to internal knowledge base and runbooksRequired Qualifications2+ years in a technical support, application analyst, or similar hands-on technical roleWorking knowledge of Windows operating systems in a professional or server contextAbility to write basic SQL queries, filtering, joins, and aggregationsExperience reading application and system logs to identify errors and root causesFamiliarity with web application fundamentals, HTTP, client/server interaction, browser-based interfacesStrong written communication; able to convey technical findings to varied audiencesPreferred QualificationsExperience with IIS log analysis and SQL Server Management Studio (SSMS)Exposure to ticketing systems such as Jira, Zendesk, or ServiceNowBackground 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 diagnosticsCompany Benefits:*Applicable for full time employeesFlexible 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.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 organizationAll 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 organizationExecute organizational security processes or activitiesPerform security responsibilities that defined and communicated for their roleBe responsible for their actions regarding the security of organization