[Hiring] Software Support Engineer @ICANotes LLC

Role Description

We're seeking a software developer to serve as the bridge between senior customer support agents and the engineering department at ICANotes. This role requires knowledge of web-based software development for reading, interpreting, and troubleshooting code based on knowledge gained from customer-reported escalations. Additionally, this software engineer should be able to contribute over time to bug fixes in our behavioral health EHR application.

At ICANotes, we believe in fostering a culture of continuous improvement and learning, with a focus on agile methodologies. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders, while fostering a culture of trust, respect, and accountability among team members.

Responsibilities:

• Work independently to determine efficient troubleshooting paths via data collection, analysis, and discussion with key stakeholders.
• Provide timely estimates and summaries of escalations and analysis to management, customer support, and engineering teams.
• Write targeted software defect fixes that may involve frontend (TypeScript/Angular), backend (NodeJS), or database (MySQL) code.
• Ability to troubleshoot issues in production environments with attention to data protection.
• Passionate about technology and bringing new technology or process ideas to the team.
• Is a multitasker with the ability to work efficiently and effectively within deadlines without compromising quality.
• Experience working with a startup or enjoy working in a startup-like environment with ambiguity and speed.

Qualifications

• Strong written and verbal communication skills, especially when communicating complex technical or workflow concepts.
• Bachelor's Degree with a concentration in Computer Science or related is preferred.
• Experience writing web-based software applications.
• Experience with relational databases.
• Knowledge of front-end development frameworks, like Angular or React.
• Basic understanding of micro-services and containerized deployments.
• Experience with a cloud provider: AWS, Azure, etc.
• Ability to investigate and analyze information/problems and to draw conclusions.
• Strong analytical and problem-solving skills.

Benefits

• Healthcare (medical, dental, vision) - company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options.
• Basic term and optional term life insurance.
• Short-term disability (paid for by the company) and long-term disability.
• 401(k) and employer-matched retirement plan.
• Paid time off that includes 8 sick leave days per year (80 hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all).