Quality Assurance & Customer Support Engineer

RELOCATION IS TO PUERTO RICO IS REQUIRED

This 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:

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• 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:

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• 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!