RELOCATION IS TO PUERTO RICO IS REQUIREDThis role is based on site in vibrant city of San Juan, Puerto Rico, offering the opportunity to work closely with a dynamic team in a highly collaborative environment. The company is committed to supporting top talent and proudly provides a comprehensive relocation package to make your transition seamless and exciting.
We are seeking a dynamic, detail-oriented Quality Assurance & Customer Support Engineer to join our growing team. In this dual-role position, you will play a critical part in ensuring the delivery of high-quality software products while providing exceptional technical support to our diverse customer base.
This is a unique opportunity to combine your expertise in quality assurance, customer support, and IT/software engineering in a collaborative and innovative environment.
Responsibilities
- Quality Assurance
- Design, develop, and execute test plans to ensure the quality and reliability of systems, software, and applications.
- Perform functional, integration, regression, and performance testing on new and existing features.
- Identify and document software defects in a clear and reproducible format, and collaborate with development teams for resolution.
- Collaborate closely with product managers and software developers to understand features, requirements, and overall system behavior.
- Identify process improvements and contribute to the continuous optimization of testing methodologies.
- Maintain and enhance automated testing frameworks and scripts to streamline the testing process.
- Customer Support
- Provide efficient, empathetic, and solutions-focused support to customers via email, phone, live chat, and other communication platforms.
- Act as the primary technical liaison, troubleshooting and resolving customer issues in a timely and professional manner.
- Escalate complex issues to the appropriate teams, ensuring a clear and concise handoff.
- Maintain thorough documentation of customer interactions and resolutions for future reference.
- Proactively identify opportunities to improve the customer experience by staying informed about common support inquiries and recurring issues.
- Contribute to the creation and maintenance of support resources, including FAQs, troubleshooting guides, and knowledge base articles.
Qualifications
- Education & Experience:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).2+ years of experience in quality assurance, customer support, or a related role in IT/software engineering.
Technical Skills
- Solid understanding of the software development lifecycle (SDLC) and testing methodologies.
- Experience with automated testing tools (e.g., Selenium, Postman, or equivalent).
- Proficiency in debugging tools, log analysis, and working with APIs.
- Familiarity with programming languages such as Python, Java, or JavaScript is a plus.
- Knowledge of ticketing systems like JIRA, Zendesk, or similar platforms.
- Soft
Skills
- Excellent problem-solving abilities and analytical thinking.
- Strong written and verbal communication skills.
- Ability to empathize with customers and remain calm under pressure.
- Demonstrated ability to work collaboratively across cross-functional teams.
- Diversity & Inclusion Statement:A commitment to fostering a diverse, inclusive, and equitable workplace.
- Awareness of and sensitivity to various customer needs, cultural differences, and accessibility requirements.
- Day-to-day
- Collaborate with developers and product managers to understand upcoming software changes and prepare appropriate test cases.
- Execute test plans and track software defects throughout the development lifecycle.
- Handle customer queries in a friendly, professional manner, escalating issues when necessary to ensure a prompt resolution.
- Continually monitor and improve the automated testing process to streamline QA efforts.
- Maintain detailed documentation of test results and customer interactions within established systems.
- Participate in daily stand-ups, sprint planning meetings, and quality review discussions to ensure alignment with team goals.
- Stay up to date on industry best practices, emerging tools, and technologies to ensure continuous improvement.
- Join us and help make an impact by enhancing the quality of our software solutions and delivering top-notch customer service!
- If you’re excited about this opportunity but don’t meet all criteria, we encourage you to apply anyway.
- You might just bring the perfect perspective and skills to our team.
- Apply today and grow with us in a supportive, empowering, and inclusive environment!
