QA Engineer, Product & Technical Support Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Investigating issues reported by customers through Intercom and various internal tools.

• Reproducing bugs and determining if problems are isolated, reproducible, or indicative of wider product issues.

• Collaborating with developers to document and escalate reproducible issues in a clear manner.

• Testing newly released product modifications and validating bug resolutions.

• Identifying regressions and unexpected behaviors following deployments.

• Writing and enhancing knowledge base articles and customer help documentation.

• Creating onboarding materials and product walkthroughs.

• Monitoring recurring customer issues to identify trends.

• Assisting in the improvement of customer onboarding, retention, and overall product experience.

• Heavily utilizing AI tools to accelerate troubleshooting, documentation, research, issue summaries, QA validation, and operational workflows.

• Developing or enhancing automations to minimize repetitive support and operational tasks.

• Utilizing tools such as Intercom, Slack, Stripe, Claude, ChatGPT, Codex, Cursor, Notion, Chrome DevTools, and contemporary SaaS dashboards.

• Engaging with APIs, browser debugging tools, automation platforms, scripts, and technical workflows as necessary to investigate and validate issues more efficiently.

⛳️ Requirements

• A minimum of 2 years of professional experience in software development or engineering.

• Strong analytical and structured problem-solving skills.

• Proficiency in technical troubleshooting.

• Excellent written and verbal communication abilities.

• Keen attention to detail.

• Empathy towards customers.

• Experience in root-cause investigation.

• A QA and validation-oriented mindset.

• Capability to quickly learn new software.

• Competence in AI-assisted problem-solving.

• Demonstrated ownership and accountability.

• Strong organizational and documentation skills.

• Ability to work effectively in ambiguous situations.

🏝️ Benefits

• Competitive starting salary.

• Flexible remote work options.

• High level of ownership and autonomy.

• Opportunities for rapid growth based on contributions rather than tenure.

• Potential for salary increases, expanded responsibilities, and equity participation over time.