Support Engineer I

Force Therapeutics

8h • $80,000 - $100,000 • Remote

About The Position

The Quality Engineering team is responsible for building, maintaining, and architecting the infrastructure to ensure our Product meets both our, and our customers standards. The Quality Engineering Team sits within the larger Product and Engineering team and strives to influence the product design and build process by providing expert insight into our users’ needs and expectations, as well as our team’s overall efficiency and output quality. We design and build the automated processes by which our platform is tested, and we provide manual testing and review services across all engineering functions. We employ a shift-left methodology toward quality, and this role sits firmly left in that process, requiring stringent attention to detail and proactive engagement with product decisions.
As a Support Engineer I, you will be responsible for helping us scale our Quality initiatives across the business. Our ideal Support Engineer has previous programming experience working on an engineering team and who is comfortable evaluating bugs with technical rigor and making code or configuration changes.
You will work closely with our Quality and Client-facing teams to not only resolve defects efficiently but also take on the responsibility of a customer support/product professional to improve the patient experience, as well as contributing to our testing capacity for web and mobile releases. You'll work closely with the customer support team to identify pain points, areas with high inbound inquiries, and opportunities for soft updates to our platform when defect rate has cooled. You will be a subject matter expert in your domain and spend time mentoring and assisting other engineers, while bringing rigor to technical discussions. Implementing best practices and taking pride in your work will be instrumental to your success.

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.

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.

Benefits

• Medical, Dental, and Vision Insurance: Comprehensive coverage to ensure you and your family's health needs are always met.
• 401k Retirement Planning: To set you up for long-term financial security with a company match.
• Pre-tax Commuter Benefits: Pre-tax option towards parking and transportation to help you get around town.
• Generous PTO: Ample vacation time, unlimited safe and sick time, volunteer time off, and extra holidays, so that you take the time you need.
• Summer Fridays: A nod to work-life balance, ensuring you get the most out of those sunny summer days.
• Remote-Friendly Workplace: We believe doing your best work means providing the flexibility to do that work in the environment where you feel most productive.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed