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.