Technical Support QA Analyst

Company Overview:

Title Resources Group is a Company that puts people first! We take pride in our culture, and commitment to helping you own, develop, and nurture your career while growing our company.  

TRG is one of the nation’s largest and fastest-growing title insurance underwriters, delivering trusted solutions to a broad range of customers and protecting property ownership rights across America. At TRG, we don’t just underwrite title insurance policies – we build partnerships that last.

As part of our broader network, we proudly serve leading affiliate partners, including Anywhere Real Estate, Inc., HomeServices of America (a Berkshire Hathaway affiliate), Lennar, and Opendoor Technologies, along with a strong network of independent title agencies.

We are powered by our people—their expertise, dedication, and passion drive everything we do. As a Great Place to Work®-certified company, we believe our employees are our greatest asset. Your success drives ours, and at the core of our company is a commitment to help you own, develop, and nurture your career.

Job Title: IT Support & Quality Assurance Analyst

Job Summary:
 We are seeking a detail-oriented professional to serve as a bridge between our end-users and our development team. This dual-function role involves providing front-line technical support in addition to executing quality assurance (QA) for new software releases. You will resolve daily technical issues and leverage that user insight to test, document, and improve our product ecosystem.

Key Responsibilities:

• Level 2 & 3 Systems Support:
  1. Serve as a primary point of contact for technical support.
  2. Diagnose, troubleshoot, and resolve complex technical issues, escalating unresolved problems to appropriate support or software engineering teams with detailed diagnostic information.
  3. Perform basic account management tasks, such as creating user accounts, resetting passwords, and managing permissions.
  4. Accurately document all incidents and service requests in the ticketing system (e.g., Jira Service Management) and track them through to resolution
• Quality Assurance & Testing:
  1. Execute manual and automated test cases to identify bugs before deployment.
  2. Perform regression, smoke, and exploratory testing.
  3. Collaborate with QA and development teams to understand new features and user requirements.
  4. Develop and maintain detailed test plans and manual test cases for new software features and bug fixes.
  5. Document and report software defects (bugs) in the bug tracking system with clear, concise, and detailed reproduction steps.
  6. Partner with support and development teams through stand-ups and sprint processes to drive consistent, high-quality outcomes.
  7. Perform root cause analysis on recurring customer issues to identify systemic problems and propose improvements to prevent future defects.
• Documentation and Process Improvement:
  1. Create and update knowledge base articles, user guides, and runbooks for both internal teams and end-users.
  2. Analyze support trends and quality metrics to provide feedback and recommendations for process, product, and training improvements.

Qualifications & Skills:

• Proven experience in a help desk, IT support, or technical support role.
• Familiarity with software testing methodologies and the software development lifecycle.
• Strong technical aptitude and troubleshooting skills across various operating systems and enterprise applications, with the ability to quickly learn new business processes, tools, and technologies..
• Excellent written and verbal communication skills, with the ability to translate technical concepts to non-technical users and effectively document issues.
• Exceptional attention to detail and strong analytical skills to spot inconsistencies or errors.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Experience with ticketing and bug tracking systems (e.g., Jira Service Management, Azure DevOps) is highly preferred.

What We Offer:

Everyone is welcome at TRG. We know diverse teams build a stronger Organization and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. 

We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups, to apply. 

TRG is committed to offering a flexible work environment. This is a remote role, meaning you have the flexibility to work from home. 

 Title Resources Group offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, tuition reimbursement, life insurance, disability, and other great benefits.