About the Role
This position involves delivering technical support to customers while contributing to quality assurance processes by identifying issues, validating fixes, and improving overall product reliability through systematic testing and documentation.
Responsibilities
- Respond to customer inquiries regarding software functionality and technical issues
- Diagnose and resolve support tickets using established troubleshooting procedures
- Reproduce and document software defects for engineering teams
- Collaborate with development and product teams to validate bug fixes
- Maintain accurate records of customer interactions and case resolutions
- Perform regression testing after software updates
- Assist in creating test plans and test cases for new features
- Monitor product performance across different client environments
- Escalate complex technical problems following internal protocols
- Provide feedback to improve user experience and product design
- Support release cycles with pre-deployment validation
- Track and report on key quality metrics
- Stay current with product updates and technical documentation
- Participate in team meetings and knowledge-sharing sessions
- Ensure compliance with service level agreements
- Work with international teams across multiple time zones
- Contribute to knowledge base content creation
- Verify localization and language-specific functionality
- Assist in onboarding new team members
- Follow structured processes for issue resolution and escalation
- Use CRM and ticketing systems to manage case workflows
- Communicate technical details clearly to non-technical stakeholders
- Support customer training initiatives with technical insights
- Identify patterns in reported issues to suggest preventive measures
- Maintain confidentiality of customer data and internal information
Compensation
Competitive salary and benefits package offered
Work Arrangement
Hybrid work model with flexibility based on location and role needs
Team
Part of a global technical support and quality assurance team
Why Join Us
- Opportunity to work on large-scale software solutions used by global clients
- Exposure to diverse industries and real-world business challenges
- Investment in employee development and career progression
- Collaborative culture that values innovation and accountability
What We Offer
- Comprehensive onboarding and ongoing training
- Access to internal tools and technical resources
- Employee recognition programs
- Health, dental, and retirement benefits
- Flexible work arrangements where applicable
Available for qualified candidates based on business requirements
