Product Support Analyst 2- TX, REMOTE

Kanshe Infotech; Town of Texas (WI); Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative firm is seeking a skilled TSDS Systems Analyst to join their remote team. In this role, you will be responsible for user acceptance testing, production reviews, and providing top-notch customer support. With a focus on quality and detail, you'll develop test plans, analyze production issues, and collaborate with technical teams to enhance system performance. If you thrive in a dynamic environment and have a passion for problem-solving, this opportunity is perfect for you. Join a forward-thinking company and make a significant impact in the education sector!

Qualifications

• 7 years of experience in Testing Methodologies and Tools.
• Proficiency in UAT processes and familiarity with QA tools.
• Strong analytical skills for defect resolution.

Responsibilities

• Develop and execute test plans based on business requirements.
• Conduct post-deployment checks to ensure system stability.
• Analyze and resolve complex customer support tickets.

Skills

Testing Methodologies

User Acceptance Testing (UAT)

SQL

JIRA

Analytical Thinking

Communication Skills

Problem-solving

Tools

Postman

Swagger

TOAD

Job description

Working Title: TSDS Systems Analyst

Job Location: 100% Remote, Work Location Within Texas

Job Description/Responsibilities/Duties:

1. 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.
2. 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.
3. 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:

• 7 years of experience 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 experience with testing tools/software (e.g., SQL, JIRA, Swagger, Postman, TOAD, etc).
• 7 years of experience with industry-specific domains (e.g., Education, Data Standards, Texas Education Requirements, TEA, etc).
• 5 years of experience in Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing and production review.
• 5 years of experience in meticulous examination of test results, documentation, and quality standards adherence.
• 5 years of experience with excellent communication skills for cross-functional teamwork.
• 5 years of experience handling escalated support tickets or working in high-level technical support roles.

Preferred qualifications include:

• Detail-oriented with a focus on quality standards.
• Technical knowledge of system architectures and scripting.
• Experience in automated testing frameworks.