Product Support Analyst 2- TX, REMOTE

Kanshe Infotech; Texas; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a detail-oriented UAT Tester to ensure the highest quality of software products. In this role, you will develop and execute comprehensive test plans, coordinate with stakeholders, and validate system functionality. Your analytical skills will be crucial in identifying and resolving defects while collaborating with cross-functional teams. This position offers the opportunity to work in a fully remote environment within Texas, providing a great work-life balance while contributing to meaningful projects in the education sector. Join a dynamic team where your expertise will make a significant impact!

Qualifications

• Proficiency in UAT processes and test plan creation.
• Strong problem-solving skills to resolve defects during testing.

Responsibilities

• Develop and execute test plans based on business requirements.
• Analyze and resolve complex customer support tickets.

Skills

UAT processes

SQL

JIRA

Postman

Analytical Thinking

Technical Support

Tools

Swagger

TOAD

Job description

Job Location : 100% Remote, Work Location With-in Texas

Job Description / Responsibilities / Duties Below :

User Acceptance Testing (UAT) :

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.

CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements :

Candidates that do not meet or exceed the minimum stated requirements (skills / experience) will be displayed to customers but may not be chosen for this opportunity.

Years

Required / Preferred

Experience

Required

Testing Methodologies and Tools : Proficiency in UAT processes, test plan creation, and familiarity with QA tools.

Required

Experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles

Required

Exceptional working knowledge of testing tools / softwares (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc)

Required

Knowledge of industry-specific domains : (i.e. Education, Data Standards, Texas Education Requirements, TEA, etc)

Required

Analytical Thinking : Strong problem-solving skills to identify, analyze, and resolve defects during testing / prod review

Required

The ability to meticulously examine test results, document findings, and ensure adherence to quality standards.

Required

Excellent communication skills to effectively work with cross-functional teams

Required

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

Preferred

Detail-oriented with a focus on quality standards.

Preferred

Technical knowledge of system architectures and scripting.

Preferred

Experience in automated testing frameworks.