Technical Partner Support – QA Specialist

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

📋 Description

• Deliver first-tier support to partners in the USA and LATAM regions.

• Address partner inquiries professionally through ticketing systems, email, and phone calls.

• Assist partners in comprehending system functionalities, workflows, and best practices.

• Diagnose reported issues and replicate bugs methodically.

• Collect evidence, clearly document findings, and escalate technical problems to developers when necessary.

• Ensure that all interactions are accurately recorded in internal systems.

• Uphold high service standards in accordance with internal SLAs.

• Aid the Partner Success team in onboarding new partners.

• Conduct system walkthroughs and training sessions as needed.

• Support partners in understanding configuration choices and operational processes.

• Facilitate customer adoption and minimize time-to-value.

• Actively identify opportunities for partners to enhance workflows and maximize system usage.

• Contribute to the enhancement of documentation and knowledge base resources.

• Assist the QA team with the manual testing of web and mobile applications.

• Execute structured testing scenarios and confirm bug fixes.

• Replicate and document issues reported by customers clearly.

• Recognize usability gaps and potential areas for product enhancement.

• Play a role in upholding high standards of product quality.

⛳️ Requirements

• Minimum of 2 years of experience in SaaS product support, technical support, or a comparable role.

• Experience with manual software testing.

• Strong troubleshooting skills and analytical thinking capabilities.

• Ability to replicate issues and document bugs in a clear and precise manner.

• Excellent written and verbal communication skills, with the capability to effectively engage with diverse stakeholders.

• Outstanding organizational skills and meticulous attention to detail.

• Experience working collaboratively with cross-functional teams (Product, QA, Engineering).

• High proficiency in Google Workspace, Microsoft Office Suite, and project management tools.

• Comfortable working independently during afternoon and evening hours.

• **Nice to Have**

• Native or fluent-level proficiency in Spanish and English (both written and spoken).

• Familiarity with ticketing or event technology platforms.

• Knowledge of web technologies (HTML, JavaScript, CSS).

• Experience with tools such as Linear, Jira, Zendesk, or similar platforms.

• Previous experience in onboarding or product training.

🏝️ Benefits

• Competitive salary along with opportunities for career advancement.

• 24 days of vacation plus bank holidays (increasing with tenure).

• Flexible working arrangements.

• Opportunities for learning and professional development.