Software Support and Quality Assurance Technician

We are looking for a detailed and service driven Software Support and Quality Assurance Technician to ensure our clients are receiving the best possible customer service and to take our products to the next level in accuracy and functionality. This position will be responsible for documenting quality assurance activities and tracking, determining root-cause analysis and best practice corrective actions needed to resolve any functionality issues. The Software Support and Quality Assurance Technician will play a key role in developing a complete quality assurance program that safeguards product quality and fosters a culture in which all employees are actively engaged in helping our customers. 

• Plan, execute, and oversee product inspection and testing for quality and conformance to specifications and deliverables

• Maintain complaint and nonconformance processing through records and tracking systems, including root-cause analysis and corrective actions 

• Document quality assurance activities with internal reporting and audits 

• Assist operations by tracking, documenting, and reporting quality levels as KPIs  

• Investigate reports of product quality issues and ensure resolution following company guidelines and requirements 

• Develop improved standards for production and design, and create testing protocols 

• Identify training needs and take action to ensure company wide compliance

• Interpret, build upon, and comply with company quality assurance standards 

• Complete duties independently and prioritize his/her workload in alignment with the organization’s mission, vision, and goals

• Mentor, train, and oversee all additional Support and/or Quality Assurance team members as they arise 

• Follow applicable processes and procedures as well as write and maintain 

• Develop or update procedures for capture, investigation, and documentation of product complaints, feature requests, and enhancements 

• Monitor risk-management procedures, maintain problem logs, and report issues to managers and product developers. 

• Provide training and support to quality assurance team members that cover systems, policies, procedures, and core processes. 

• Performs additional ad-hoc tasks and responsibilities as assigned

• Ability to draft responses on behalf of the executives with all attempts made to retain the executive’s voice and tone

• Demonstrates extensive knowledge of software applications testing methodology, including the execution of test plans, debugging, and testing scripts and tools 

• Ability to resolve any issues or problems presented by clients or staff, to include addressing complaints and designing solutions with the utmost professionalism and a desire for win-win outcomes

• Ability to collaborate with other team members while working under pressure and while considering the perspectives of multiple personalities

• Demonstrated ability to collect and analyze input from multiple sources (customers, sales, engineering, marketing, competitor, and management) 

• Possess an aptitude for building relationships with professionals at all levels of the organization and with clients

• Demonstrates a desire for continuous improvement and eagerness for learning new skills (often self-taught)  

• Demonstrates experience juggling multiple projects and recurring duties simultaneously, ensuring efficient completion within deadlines and sharp attention to detail

• Desire to develop technical knowledge of complex software systems, including enterprise, middleware, firmware, and embedded systems 

• Bachelor’s degree (or pursuit) in relevant field required 

• Experience using software applications, design tools, and languages required

• Experience with cloud-based platforms such as Microsoft Teams, Zoom, and other remote team messaging apps preferred