QA / Support Engineer

We are looking for a QA / Support Engineert o join our client's team in a long-term engagement. This is a fully remote role for someone who excels at clear communication, structured problem-solving, and maintaining high product quality through effective testing and incident investigation.
 

This role combines two key areas of responsibility: maintaining high-quality test documentation and serving as the bridge between Customer Support and Engineering when production issues arise. Depending on business needs, the focus may vary anywhere from 70–100% live bug triage and incident investigation to 0–30% test documentation and manual QA activities.
 

Key Responsibilities:

• Investigate, reproduce, and diagnose issues reported by Customer Support and other internal teams
• Gather relevant information, determine impact and severity, and create actionable bug reports for Engineering
• Act as a liaison between Customer Support and Engineering, ensuring efficient communication and issue resolution
• Write and maintain detailed test cases, test plans, acceptance criteria, and QA documentation
• Perform manual testing when required to validate functionality, bug fixes, and new feature releases
• Analyze vague or incomplete issue reports and systematically narrow down potential causes through investigation and reproduction
• Document expected versus actual behavior, environment details, logs, screenshots, and supporting evidence
• Help improve internal QA processes and bug triage workflows
• Support incident management efforts by remaining calm, methodical, and detail-oriented during production issues
   

Requirements:

• Excellent written English skills with the ability to create clear, concise, and actionable documentation
• Strong experience writing bug reports with detailed reproduction steps, expected versus actual results, environment information, and supporting evidence
• Ability to assess bug severity and business impact while understanding the distinction between severity and priority
  Strong analytical and deductive reasoning skills with the ability to investigate ambiguous problems and identify likely causes
• Solid technical literacy, including:

1. Understanding of APIs and HTTP status codes
2. Familiarity with browser developer tools and network inspection
3. Ability to review logs and troubleshoot application behavior
4. Basic SQL knowledge

Nice to Have:

• Experience working with Jira or similar issue-tracking platforms
• Experience using test management tools such as Qase
• Familiarity with monitoring and observability platforms such as Sentry, Datadog, Grafana, or CloudWatch
• Previous experience in Technical Support, Customer Support, or Tier-2 Support roles
• Understanding of SaaS products and modern web application architectures
• Strong empathy for both customer-facing teams and engineering teams, balancing urgency with accuracy

What We Offer:

• Fully remote and flexible work environment
• Long-term collaboration with a stable and growing product-focused company
• Opportunity to have a direct impact on product quality and customer experience
• Close collaboration with Customer Support, Product, and Engineering teams
• High level of ownership and autonomy with minimal bureaucracy
• Supportive team culture focused on communication, transparency, and continuous improvement
• Competitive compensation aligned with experience and contribution

How to Apply:

Send us a short intro about yourself and your relevant experience - and tell us your favourite ice cream flavour (ours is cherry🍒)