Production support specialist + manual qa
* monterrey
* remote, colombia
* remote, latam
small team (1-10 people)
client
our client boasts a 40-year legacy, specializing in personalized retirement services and strategic tax planning. They empower investors with unique opportunities in non-traditional assets like real estate, private equity, precious metals, etc.
join a great company, not merely an individual project.
project overview
for over 40 years, the company has empowered investors to take charge of their retirement by providing access to tax-advantaged, self-directed accounts. The services allow investors to invest in alternative investments that are typically unavailable through traditional banks and brokerage firms and make it possible for them to create a personalized retirement strategy.
position overview
we are seeking a production support specialist + manual qa who will play a dual role in supporting our clients and ensuring the quality of our products. As a support specialist, you will provide exceptional customer service, troubleshoot issues, and deliver resolutions promptly. As a manual qa, you will test our products to ensure they meet the highest quality standards before release.
familiarity with jira/confluence, basic sql is required.
responsibilities
* support specialist:
* incident management: monitor, troubleshoot, and resolve production issues within defined slas, providing timely and clear status updates to stakeholders.
* documentation: maintain comprehensive and accurate documentation for troubleshooting guides, standard issue resolution procedures, and client-facing reports.
* process improvement: analyze recurring issues and propose actionable improvements, collaborating with development teams to implement fixes or automation.
* communication: regularly update clients or internal teams on issue status and resolution timelines in a clear, professional manner, using pre-defined communication templates.
* adherence to procedures: follow defined processes and protocols for handling incidents, escalating complex issues as needed.
* manual qa:
* test execution: perform manual testing of features, including functional, regression, and exploratory testing, based on defined test cases and ad-hoc scenarios.
* defect reporting: accurately document defects, steps to reproduce, and testing outcomes in tracking tools.
* validation: test and verify fixes for defects before production deployment.
requirements
* technical knowledge: familiarity with troubleshooting production systems, logging tools, and ticketing systems. Familiarity with software testing principles, methodologies, and tools. Experience with sql or basic scripting is a plus.
* communication: clear and concise communicator in english, comfortable liaising with both technical and non-technical stakeholders.
* quality focus: demonstrated ability to execute detailed test cases, identify edge cases, and report defects clearly.
* problem solving: ability to approach issues methodically, diagnose problems efficiently, and recommend practical solutions.
* documentation skills: strong written communication skills to create and update support and testing documentation.
* flexibility: comfortable balancing support responsibilities with qa tasks, adjusting priorities as needed.
* teamwork: collaborative attitude, eager to contribute to continuous improvement efforts across support and qa processes.
* working schedule: ability to work on us business hours (pacific time zone, pt).
health insurance
we help you to take out an insurance policy for you and your loved ones.
sick pay
10 days without a doctor's note, afterwards - as per the laws of your country.
pleasant environment
two large corporate parties and many small get-togethers for colleagues.
comfort service
solving technical and everyday problems at work.
the benefits package may vary depending on the region and the type of contract.
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