What does the job function entail?

This is a fully remote, payroll position that is only available to US citizens

This is a growth position in our organization - we are looking for someone with some work experience, who is looking to build a career in the healthtech space.

• Troubleshooting: Diagnose and escalate issues reported by customers. This involves analyzing symptoms, reproducing the problems and supporting customers by providing information and guidance. 
• Customer Communication: Interact with customers to understand their problems, provide guidance, and ensure customer satisfaction. Ensure responses are within service level agreements. 
• Product Knowledge: Gain in-depth knowledge of the products or services they support. Stay updated on product features, functionalities, and troubleshooting techniques to provide accurate assistance. 
• Documentation: Create and maintain documentation such as knowledge base articles, FAQs, and troubleshooting guides to help customers find answers to common issues independently. 
• Bug Reporting: Collaborate with development teams to report bugs and provide detailed information on issues encountered by customers. Possibly also escalate issues to the test team.
• Escalation: In cases where issues cannot be resolved at the support engineer level, escalate problems to higher-level support or development teams and ensure timely resolution, keeping the customer updated at every step.

Who are we looking for?

We are looking for someone with some experience in direct Customer Support, Data Analysis, Cloud Support, or Technical Support (preferably in the healthcare industry).
 

• Curiosity & eagerness to learn 
• Determination and independence in problem solving 
• Interest in reproducing and testing results 
• An affinity for documentation 
• An affinity for technology 
• Patience with customers (Please send the logs! Really, please send the logs.) 

 
Nice to have (we can train this in the right candidate): 

• Experience supporting .NET Core applications and web hosting infrastructures like Azure, AWS, GCP, Kubernetes, and Docker 
• General understanding of connecting to backend databases like MongoDB and SQL Server 
• General understanding of REST APIs 
• Experience with Postman
• Experience with FHIR 
• Technical skills at the level of “I’ve looked into SQL / MongoDB servers before, and I understand what is going on” / Query & database navigation skills 
• Interest in working with bigger infrastructures 
• Familiarity with Kubernetes & general cloud ap problems 

What we offer:

• Contribute to the future of healthcare by being an important link between customers and their colleagues. 
• When growing as a support engineer, we have exciting projects like owning projects focused on the gathering of feedback from customers and internal stakeholders to identify areas for improvement.
•  This role can also be the starting point to grow into consultant, tester or other roles within the company. 
• Work with a very nice, clever group of people who are always willing to help and to help you advance 
• Work in a dynamic startup, with lots of opportunities to grow and specialize in their own interests 
• Work in an organization that provides cutting edge software for healthcare interoperability
• Opportunities to attend international events 
• Fully remote work

About us

Be part of the revolution in Health Informatics!

Firely is a digital healthcare scale-up. We specialize in software and services in healthcare and research. The company is one of the initiators of HL7 FHIR (pronounced “fire”), a new international standard for information exchange in healthcare. By making health data more accessible, Firely helps developers worldwide build apps that ultimately benefit patients.  Our customers are healthtech vendors, care providers, payers/insurance companies, governments, and health agencies in Europe and the US.

Firely is a group of software engineers, support engineers, FHIR consultants, and a commercial team. Our head office is based in Amsterdam (the Netherlands), our international team works from Europe and the US.

An important part of our activities is the involvement in the development of both the FHIR standard itself and FHIR tooling and open-source libraries. Besides that, we are the organizers of FHIR DevDays, and founding member of the FHIR Business Alliance (FHIRBall). We live and breathe FHIR, we talk FHIR to our computers, our colleagues, and even our friends which … frankly … drives them crazy! Working with Firely means working with FHIR, building software, and doing consultancy in an international team. It means FHIR DevDays. It means being part of the FHIR revolution. If you have the curiosity, passion, and collaborative spirit, work with us, and let's fire it up together! 

Listen more to what our CTO, Ewout Kramer says about FHIR

  

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Apply by clicking on the 'apply for this position' button below. Please make sure you send us your CV and a motivation letter.

Our Commitment to Equality
Firely is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.