QA Engineer, Product & Technical Support Specialist
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Job Description
QA Engineer supporting and troubleshooting SaaS products remotely. Collaborating closely with developers and product teams, focusing on customer experience and product quality.
Responsibilities:
- Investigating customer-reported issues through Intercom and internal tools.
- Reproducing bugs and identifying whether issues are isolated, reproducible, or part of broader product problems.
- Working with developers to document and escalate reproducible issues clearly.
- Testing newly released product changes and validating bug fixes.
- Identifying regressions and unexpected behavior after deployments.
- Writing and improving knowledge base articles and customer help documentation.
- Creating onboarding resources and product walkthroughs.
- Monitoring recurring customer issues and identifying patterns.
- Helping improve customer onboarding, retention, and overall product experience.
- Using AI tools heavily to accelerate troubleshooting, documentation, research, issue summaries, QA validation, and operational workflows.
- Building or improving automations to reduce repetitive support and operational work.
- Working with tools such as Intercom, Slack, Stripe, Claude, ChatGPT, Codex, Cursor, Notion, Chrome DevTools, and modern SaaS dashboards.
- Working with APIs, browser debugging tools, automation platforms, scripts, and technical workflows as needed to investigate and validate issues more effectively.
Requirements:
- At least 2 years of professional experience in software development or engineering.
- Analytical and structured problem-solving.
- Technical troubleshooting.
- Clear written and verbal communication.
- Attention to detail.
- Customer empathy.
- Root-cause investigation.
- QA and validation mindset.
- Ability to learn software quickly.
- AI-assisted problem-solving.
- Ownership and accountability.
- Organizational and documentation skills.
- Ability to work under ambiguity.
Benefits:
- Great starting salary.
- Flexible remote work environment.
- High ownership and autonomy.
- Opportunity to grow quickly based on contribution, not tenure.
- Potential for increased compensation, expanded responsibilities, and equity participation over time.
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