QA and Support Engineer

QA and Support Engineer

Requirements

• A degree in Computer Science, Information Systems, E.E., or M.E. is preferred. Relevant experience may substitute for a degree.
• 3 to 5 years of progressive customer support experience
• Excellent technical troubleshooting and problem-solving skills
• Experience working with and debugging software applications, hardware systems, and APIs is required.
• Knowledge of Command Line Interface (CLI) on Linux, Unix, and/or Bash/Shell, such as cmd / Terminal, and utilities such as ADB.
• Experience in testing on Android and iOS devices, working on Linux and Macs.
• Knowledge of Log collection on Android and iOS devices. Experience with Production Defect recreation.
• Basic knowledge of SQL (Postgres preferred).
• Experience with programming languages such as NodeJS and React is a plus.
• Experience working in or alongside Quality Assurance (QA) Methodologies to implement best testing practices, ensuring appropriate Test Coverage.
• Excellent written and verbal skills with a demonstrated ability to communicate system function and operation effectively.
• Excellent communication skills – able to properly engage with various teams and customers and build rapport that will help streamline support processes and remove roadblocks.
• The ability to work in a cross-functional group environment as well as alone.
• Strong organizational skills – able to participate in multiple projects/calls, manage direct reports, and still complete assigned tasks.
• Proficiency with Google Docs, Sheets, and Slides or MS Office.

Responsibilities

• Support multiple clients and the Apkudo Platform, products, and services. Work onsite or remotely as needed.
• Receive objectives and determine how to use resources to meet goals.
• Work in a Continuous Integration (CI) and Continuous Deployment (CD) Environment, utilizing efficient collaboration with different teams such as Product and Engineering.
• Adhere to Quality Assurance (QA) standards to ensure End-to-End ownership of Defect Logging / Replication.
• Drive User Acceptance Testing (UAT) efforts, work with the customer to gain perspective and feedback.
• Delegate work, handle escalations, and work with your manager to ensure all deadlines are met.
• Respond to and resolve issues to minimize downtime, ensuring operations run smoothly.
• Provide detailed descriptions and updates of the state of the system and the preliminary root cause.
• Own defect replication, capturing supporting data, including system logs, images, and reproduction steps, aligning to QA Templates, as needed by other Apkudo teams.
• Support the release of software updates and platform optimizations as required. To include end-to-end testing of pre-release builds.
• Co-author and update existing support material, including but not limited to training guides, FAQs, and troubleshooting.
• Support User Management – onboarding of new and existing users as new features and functionality are added.
• Be flexible and available on weeknights and weekends (as required). Be prepared to support situations when other team members are unavailable.
• Other duties as required.

Preferred Qualifications

• Experience with programming languages such as NodeJS and React is a plus.