SaaS Quality & Customer Support Specialist

Points North; BLOOMINGTON (MN); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Retirement Savings

Time Off (PTO)

Growth Opportunities

Flexibility

Job summary

Points North is seeking a Software Quality & Support Specialist to help customers get unstuck and to test new features before release. You’ll switch between customer conversations and test planning, troubleshoot issues, and translate feedback into actionable input for the product team.

You’ll perform functional, regression, and exploratory testing across ACA Reporter, Who’s Where, and Attendance Advisor, ensuring data integrity and usability while supporting cross-functional collaboration.

Qualifications

• Bachelor’s degree or equivalent experience in IT/CS/Business.
• 2+ years in software support, QA, or similar role.
• Ability to explain technical info to non-technical users.
• Experience documenting support cases and test artifacts.
• Strong attention to detail and communication skills.

Responsibilities

• Provide timely, professional support for ACA Reporter, Who’s Where, and Attendance Advisor.
• Troubleshoot software questions and issues across functionality and data.
• Document interactions, troubleshooting, root causes, and resolutions.
• Develop test scenarios and execute functional/regression tests.
• Collaborate with Product, Engineering, and Customer Success.
• Participate in release readiness and communicate testing progress.
• Advocate for usability and product quality throughout development.

Skills

SaaS testing

Growth mindset

Defect tracking

Web testing

Release processes

Data analysis

ACA reporting

Education

Bachelor’s degree or equivalent

Tools

Test management tools

Job description

Points North is seeking a Software Quality & Support Specialist to help customers get unstuck and to test new features before release. You’ll switch between customer conversations and test planning, troubleshoot issues, and translate feedback into actionable input for the product team.

You’ll perform functional, regression, and exploratory testing across ACA Reporter, Who’s Where, and Attendance Advisor, ensuring data integrity and usability while supporting cross-functional collaboration.