Support Engineer I

Force Therapeutics is reshaping the future of remote therapeutic care with a platform backed by insights from leading healthcare centers. As a Support Engineer I, you will manage product defects, enhance documentation, and collaborate with teams to improve testing processes and patient experiences.

Responsibilities:

• Discover root-cause, fix, and triage product defects: You’ll manage defects throughout the entire support lifecycle from initial inbound from patients, providers, and internal inbounds, to triaging them for fixing, whether fixing yourself, documenting for other engineers to fix, or submitting product improvement requests
• Write documentation: You’ll improve our product documentation and internal and external users’ ability to assess how the product is supposed to work on a deep level. This includes updating product documentation such as a user guide and written collaboration with engineers on technical functionality
• Help build our automation testing suite and infrastructure: You’ll work closely with various product, engineering, support engineering, and client success teams to discover how we can most effectively test both our existing and new code, and ultimately our platform features. You will implement best practices and bring new technologies to the table and remain open minded to new concepts to deliver best in class solutions for the defects you come across in your day-to-day
• Be Secure & Compliant: Working in a heavily regulated industry means you’ll need to have a keen eye for security and privacy, making design choices to support this and being hyper aware of new and emerging threats will be key
• Collaborate: You will take ownership of technical discussions and steer them to the best possible solution while listening and addressing suggestions and objections from a wide range of stakeholders

Requirements:

• Previous programming experience working on an engineering team
• Comfortable evaluating bugs with technical rigor
• Ability to make code or configuration changes
• Experience fixing defects and general full-stack work
• Experience working on a production-level codebase
• Ability to execute on product requirements with tools such as Python (Django), Typescript (React)
• Experience debugging legacy code to deliver root-cause analysis on bugs and defects
• Experience using monitoring and logging tools such as SumoLogic and NewRelic
• Experience with testing frameworks such as Pytest, Cypress, React Testing Library
• Desire to push people to adopt quality rigor
• Involvement in the product process from start to end
• Ability to set the direction of quality assurance alongside the product team
• Strong opinion but holding it weakly