Support Engineer I

Force Therapeutics is reshaping the future of remote therapeutic care with its innovative platform. As a Support Engineer I, you will help scale quality initiatives by managing product defects, improving documentation, and collaborating with various teams to enhance the testing infrastructure while ensuring compliance and security.

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:

• Experience fixing defects and general full-stack work: Experience working on a production-level codebase. When needed, you can step in to execute on product requirements with tools such as Python (Django), Typescript (React), etc. You'll be able to get code built, tested, reviewed, merged, and deployed efficiently
• Debugging Experience: Experience debugging legacy code to deliver root-cause analysis on bugs and defects, using monitoring and logging tools such as SumoLogic and NewRelic
• An eye for quality: You have some experience with testing frameworks such as Pytest, Cypress, React Testing Library and strive for quality in you and your peers' work. You desire to push people to adopt the same quality rigor you employ
• An open mind and a desire for growth: You will be involved in the product process from start to end. You won't only deliver code, you'll be responsible for setting the direction of quality assurance alongside the product team. Having a strong opinion, but holding it weakly will be important