QA & Technical Support Analyst – QA & Product Support

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

📋 Description

• Respond to client support inquiries (primarily via email and occasionally through web meetings), liaising with the Project Manager and Development Team, while maintaining communication with clients until all issues are resolved.

• Examine technical support inquiries submitted by users, typically concerning messaging APIs, protocols, TCP connectivity, Java VM and Windows environment configurations, XML dictionary files, and various other technical elements of the application.

• Oversee the onboarding process for new clients by establishing product distribution areas and providing email support during product deployment phases.

• Engage in client demonstrations.

• Facilitate customer adoption of Esprow products by aiding clients with the migration and reorganization of their existing specifications, preparing client-specific test scenarios in the software, and supporting related adoption efforts.

• Relay customer feedback to internal teams and management.

• Issue and manage product licenses for users.

• Contribute to QA initiatives for Esprow products, encompassing the testing of new features and collaborating with Project Managers and Development teams to address issues prior to client release.

• Develop detailed, comprehensive, and well-organized test plans and test cases. If needed, communicate with internal teams or clients to clarify system requirements and anticipated system behavior.

• Analyze test results to verify software quality and recommend preventive and corrective measures.

• Stay informed about testing tools and QA best practices to foster continuous enhancement of QA processes.

⛳️ Requirements

• Over 3 years of experience in manual and/or automated QA testing for desktop and web applications.

• Experience in customer support.

• Upper-intermediate or higher proficiency in English (both written and verbal), including professional email communication.

• Ability to articulate complex technical processes in a clear and structured manner.

• Excellent communication skills for collaboration with technical teams and client-side technical stakeholders.

• Experience in developing and maintaining test plans and executing tests before product launches.

• Strong understanding of the Software Development Life Cycle (SDLC) and QA methodologies.

• Familiarity with QA processes, including test case design and execution.

• Basic knowledge of web and desktop application architecture.

• Exceptional attention to detail and professionalism in both written and verbal communication.

• Experience utilizing the latest AI tools to enhance productivity through automation, where applicable (e.g., Codex, ChatGPT, etc.).

• Understanding of the FIX protocol and experience with FIX testing tools. (Bonus Skills)

• Experience with databases and Git. (Bonus Skills)

• Familiarity with messaging protocol concepts such as request/reply, subscriptions, dictionaries, message structure, transports (at least TCP), etc. (Bonus Skills)

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field. (Bonus Skills)

🏝️ Benefits

• Full-time position.

• Competitive compensation package.

• Career advancement opportunities within a technology company featuring many talented individuals.

• Chance to assume greater responsibilities and acquire professional experience in financial markets.