Technical Support QA Analyst

Technical Support QA Analyst at RemoteHunter

The organization provides title insurance underwriting and trusted solutions to protect property ownership rights across the country. The Technical Support QA Analyst role serves as a bridge between end-users and the development team, handling front-line technical support and executing quality assurance for software releases to resolve technical issues and improve the product ecosystem.

Responsibilities

• Serve as a primary point of contact for Level 2 and 3 technical support
• Diagnose, troubleshoot, and resolve complex technical issues, escalating as needed with detailed diagnostics
• Perform basic account management tasks, including creating user accounts, resetting passwords, and managing permissions
• Document all incidents and service requests accurately in the ticketing system and track through resolution
• Execute manual and automated test cases to identify bugs before deployment
• Perform regression, smoke, and exploratory testing
• Collaborate with QA and development teams to understand new features and user requirements
• Develop and maintain detailed test plans and manual test cases for new features and bug fixes
• Document and report software defects with clear, concise, and detailed reproduction steps
• Participate in stand-ups and sprint processes to ensure consistent, high-quality outcomes
• Conduct root cause analysis on recurring customer issues and propose improvements
• Create and update knowledge base articles, user guides, and runbooks for internal teams and end-users
• Analyze support trends and quality metrics to recommend process, product, and training improvements

Requirements

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

Benefits & Perks

• Inclusive culture welcoming candidates from diverse and underrepresented backgrounds
• Flexible remote work environment
• Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, tuition reimbursement, life insurance, and disability coverage

Key skills/competency

• Technical Support
• Quality Assurance
• Troubleshooting
• Jira Service Management
• Azure DevOps
• Software Testing
• Root Cause Analysis
• Documentation
• Test Case Development
• SDLC