Product Support Analyst

Numentica; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Join a forward-thinking company dedicated to delivering high-quality software solutions. As a key player in the testing team, you will develop and execute comprehensive test plans, ensuring all systems meet the highest standards of functionality and performance. Your expertise in testing methodologies and tools will be crucial in identifying and resolving issues, while your analytical skills will help improve processes and enhance customer satisfaction. This role offers the opportunity to collaborate with talented professionals in a dynamic environment, making a significant impact on the success of enterprise software solutions.

Qualifications

• 7 years of experience in testing methodologies and tools.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Develop and execute test plans and scripts based on business requirements.
• Analyze and resolve complex customer support tickets escalated to Level 3.

Skills

Testing Methodologies

UAT Processes

QA Tools

Analytical Thinking

Problem-Solving Skills

Communication Skills

Tools

SQL

JIRA

Swagger

Postman

TOAD

Job description

Develop and execute test plans, test cases, and test scripts based on business requirements.

Coordinate with stakeholders to review test objectives and expected outcomes.

Identify and document bugs or issues, and track their resolution with development teams.

Validate functionality, usability, and performance of systems against defined criteria.

Maintain test result records and report findings to project managers.

Production (Prod) Review:

Conduct post-deployment checks to ensure system stability and functionality in the live environment.

Monitor and document production issues, analyzing root causes for resolution.

Collaborate with technical teams to address system performance concerns promptly.

Test newly implemented features or patches in the production environment.

Provide status updates and recommend improvements to maintain high-quality system performance.

Customer Support:

Analyze and resolve complex customer support tickets escalated to Level 3.

Investigate and identify root causes of technical issues reported by end-users.

Collaborate with development teams to address and resolve software defects.

Perform advanced troubleshooting for system errors and application bugs.

Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.

Validate fixes and updates in test environments before applying them in production.

Recommend process improvements based on recurring issues or patterns.

Ensure timely communication with stakeholders on ticket status and resolution timelines.

Requirements

7 years of experience required in Testing Methodologies and Tools: proficiency in UAT processes, test plan creation, and familiarity with QA tools.

7 years of experience with system architectures, databases, and scripting languages to facilitate effective testing and troubleshooting.

7 years of working knowledge of testing tools/software (e.g., SQL, JIRA, Swagger, Postman, TOAD, etc.).

7 years of knowledge in industry-specific domains: Education, Data Standards, Texas Education Requirements, TEA, etc.

5 years of analytical thinking: strong problem-solving skills to identify, analyze, and resolve defects during testing and production review.

5 years of experience examining test results meticulously, documenting findings, and ensuring adherence to quality standards.

5 years of excellent communication skills to work effectively with cross-functional teams.

Prior experience in handling escalated support tickets or working in high-level technical support roles.

7 years of attention to detail and focus on quality standards (preferred).

5 years of technical knowledge of system architectures and scripting (preferred).

5 years of experience with automated testing frameworks (preferred).

About the company

Numentica LLC, founded in 2008, is a team of software experts who have built enterprise software at Fortune 500 companies and helped them achieve success.