Software Engineer – Mobile Applications & Product Support

Position Summary The Software Engineer – Mobile Applications & Product Support is responsible for the continued development, maintenance, enhancement, and technical support of PTI's Reflect XR mobile applications across iOS and Android platforms. This hybrid position combines hands-on software engineering with user support, beta testing operations, technical troubleshooting, and product improvement. The role also supports technical knowledge transfer and mentorship for incoming student development teams, including the George Mason University provider dashboard initiative. The position helps ensure application reliability, a positive user experience, and continuity between current mobile capabilities and future product enhancements. Key Responsibilities 1. Mobile Application Engineering & Maintenance Serve as the lead developer supporting Reflect Mobile across Apple iOS and Android. Maintain, troubleshoot, and improve existing mobile applications. Develop and implement enhancements, new features, and content in coordination with the Clinical Product Owner. Support application authentication, API integrations, subscription entitlements, payment solutions, and Firebase analytics. Investigate and resolve defects, performance issues, and production incidents. Support mobile application releases, testing, and deployment activities. Maintain technical documentation and development continuity. 2. Product Support & Help Desk Operations Monitor and prioritize incoming Reflect XR support requests each working day. Troubleshoot account access, authentication, subscription and billing issues, app installation, and VR headset pairing. Provide clear and professional support through email and the support portal. Investigate technical issues and escalate defects to the appropriate development team with reproducible steps, device details, and application versions. Escalate security, privacy, and data-deletion requests to the CTO according to established procedures. Track support response and resolution times and flag potential service delays. 3. Beta Testing & User Onboarding Coordinate technical onboarding and deployment for approved beta testers. Verify Apple ID and Google Play email information and track NDA completion. Confirm applicable Apple testing prerequisites and manage TestFlight invitations. Maintain the beta tester roster and assist users with setup and access issues. Collect, evaluate, and implement approved beta feedback and application improvements. 4. Knowledge Management & Product Improvement Create and update Help Center articles in collaboration with the Clinical Product Owner. Identify recurring support issues and recommend technical or documentation improvements. Provide weekly summaries of support volume, recurring issues, and user feedback. Maintain relevant technical documentation and knowledge-transfer materials. 5. Technical Mentorship & Future Development Provide technical guidance to incoming student teams working on the provider dashboard. Share knowledge of Reflect Mobile architecture, APIs, integration requirements, and existing functionality. Support onboarding and mentorship of new student developers. Collaborate with the Product Owner, technical leadership, and project management on assigned development initiatives. Contribute to future product development activities as prioritized by PTI leadership. Technical Qualifications Core development: Swift, SwiftUI, Kotlin, Jetpack Compose, C#, .NET, REST APIs, mobile architecture, Git, CI/CD. Cloud, security, and integrations: Microsoft Azure, Entra External ID, OAuth 2.0/OIDC, MSAL, Firebase, Stripe, Google Play Billing, and secure application authentication. Additional capabilities: Application testing, troubleshooting, defect management, Agile/Scrum, technical documentation, and cybersecurity fundamentals.