What are the responsibilities and job description for the Engineering Technical Support Specialist position at Florence?

What We Do :

Florence Healthcare, Inc. (florencehc.com) software reduces the time it takes to deliver medical cures to those who need them. Our industry-leading software is used to streamline clinical trials at over 10,000 research sites, sponsors, and CROs across 45 countries. By the end of the decade, we'll double the pace at which new medicines get to market by doubling the output of trial site teams.

At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow.

We are happy to share that we have recently earned spots on the following lists :

Built In Atlanta Best Midsize Remote Companies to Work For 2023
Atlanta Journal Constitution - 8th Best Small Workplace in Atlanta in 2022 and received the "New Ideas Award"
Inc Best Places to Work 2022
Best & Brightest 2022 Atlanta
Best & Brightest 2022 USA

What You'll Bring to The Team :

We are seeking a dedicated and proactive Engineering Technical Support Specialist to join our dynamic development team. As a crucial member of our Scrum team, you will actively participate in all Scrum ceremonies (stand-ups, sprint planning, retrospectives, and reviews) while providing technical support for our Node.js and MongoDB-based applications. You will be responsible for troubleshooting, resolving, and escalating technical issues to ensure the smooth functioning of our products and services.

You Will :

Technical Issue Resolution :

Provide Tier 2 technical support, diagnosing and resolving complex issues related to Node.js and MongoDB applications.

Analyze logs, identify root causes, and apply effective solutions.

Collaborate with developers to address code-level bugs and system inefficiencies.

Scrum Team Collaboration :

Actively participate in all Scrum ceremonies to contribute insights and technical support expertise.

Work closely with developers, QA engineers, and product managers to ensure smooth sprint deliveries.

Ticket Management :

Manage and prioritize support tickets using JIRA, ensuring timely and effective resolution.

Maintain detailed documentation of issue resolutions and technical processes.

Documentation & Knowledge Sharing :

Create and update internal knowledge base documentation to improve self-service support and technical understanding across the team.

Assist in onboarding and training new team members on technical support processes and tools.

Continuous Improvement :

Identify and propose improvements to enhance product reliability and the customer experience.

Provide feedback to development teams for long-term product improvements.

An Ideal Candidate is / has :

Technical Skills :

Proven experience in technical support, software engineering, or a related role.

Proficiency in Node.js and MongoDB (including debugging and performance analysis).

Familiarity with RESTful APIs, cloud environments, and microservices architecture.

Experience with JIRA for ticket management.

Understanding of version control systems (e.g., Git).

Soft Skills :

Excellent problem-solving and troubleshooting skills.

Strong communication skills to convey complex technical concepts to both technical and non-technical stakeholders.

Effective collaboration within cross-functional teams in an Agile environment.

Exceptional organizational skills and the ability to manage multiple tasks simultaneously.

A growth mindset with a proactive approach to learning and continuous improvement.

Bonus points if you have :

Familiarity with DevOps tools and CI / CD pipelines.

Experience in customer-facing technical roles.

Knowledge of monitoring tools and system performance optimization.

What's in it for you?

Do well. We offer a competitive compensation package, medical and dental insurance, and office space in the heart of the city.

Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies.

Make the leap. Join our high-output culture to create innovative, modern, and purposeful software solutions.

Florence supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class.

Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Florence Healthcare, please go directly to our Careers Page. Florence Healthcare will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Florence Healthcare will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Florence Healthcare employees will only be sent from @florencehc.com email addresses.

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