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Product Support Analyst

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

7 years of experience in Testing Methodologies and Tools, including UAT processes and QA tools., Proficiency in system architectures, databases, and scripting languages for effective testing., Exceptional knowledge of testing tools/software such as SQL, JIRA, and Postman., Strong analytical thinking and problem-solving skills with excellent communication abilities..

Key responsabilities:

  • Develop and execute test plans, cases, and scripts based on business requirements.
  • Conduct post-deployment checks and monitor production issues for system stability.
  • Analyze and resolve complex customer support tickets escalated to Level 3.
  • Collaborate with development teams to address software defects and recommend process improvements.

Numentica LLC logo
Numentica LLC SME https://www.numentica.com/
201 - 500 Employees
See all jobs

Job description

This is a remote position.

User Acceptance Testing (UAT):

Develop and execute test plans, test cases, and test scripts based on business requirements.
Coordinate with stakeholders to review test objectives and expected outcomes.
Identify and document bugs or issues, and track their resolution with development teams.
Validate functionality, usability, and performance of systems against defined criteria.
Maintain test result records and report findings to project managers.

Production (Prod) Review:

Conduct post-deployment checks to ensure system stability and functionality in the live
environment.
Monitor and document production issues, analyzing root causes for resolution.
Collaborate with technical teams to address system performance concerns promptly.
Test newly implemented features or patches in the production environment.
Provide status updates and recommend improvements to maintain high-quality system
performance.

Customer Support:

Analyze and resolve complex customer support tickets escalated to Level 3.
Investigate and identify root causes of technical issues reported by end-users.
Collaborate with development teams to address and resolve software defects.
Perform advanced troubleshooting for system errors and application bugs.
Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
Validate fixes and updates in test environments before applying them in production.
Recommend process improvements based on recurring issues or patterns.
Ensure timely communication with stakeholders on ticket status and resolution timelines.

Requirements
 
7 years required Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.

7 years required Experience with system architectures,databases, and scripting languages to facilitate effective testing and troubles

7 years required Exceptional working knowledge of testing tools/software (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc)

7 years required Knowledge of industry-specific domains:(i.e.Education, Data Standards, Texas Education Requirements, TEA, etc)

5 years Required Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review

5 years Required The ability to examine test results meticulously, document findings, and ensure adherence to quality standards.

5 years Required Excellent communication skills to effectively work with cross-functional teams

5 years Required Prior experience in handling escalated support tickets or working in high-level technical support roles.

7 years Preferred Detail-oriented with a focus on quality standards.

5 years Preferred Technical knowledge of system architectures and scripting.

5 years Preferred Experience in automated testing frameworks.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Test DesignSQL (Programming Language)JIRASystems ArchitectureTest DesignInternal DocumentationTest PlanningProgramming LanguagesHelp Desk SupportRelational DatabasesAutomated Testing FrameworkQuality Assessment

Other Skills

  • Communication
  • Analytical Thinking
  • Problem Solving
  • Detail Oriented
Are you interested?

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