Systems and Test Analyst

Overwatch Imaging; Hood River (OR); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Unlimited PTO

Medical and dental benefits

401(k) matching contributions

Stock options

Travel up to 50%

Job summary

A geospatial intelligence firm in Hood River, OR is seeking a Systems and Test Analyst. The role involves leading customer support and quality assurance processes in a hybrid work environment. Responsibilities include analyzing customer issues, executing quality assurance tests, and fostering cross-functional collaboration. Ideal candidates should have troubleshooting skills, strong communication abilities, and a willingness to learn in rapidly evolving technical fields. Competitive benefits include unlimited PTO and stock options.

Qualifications

• Experienced with help desk ticketing systems and basic IT troubleshooting.
• Excellent written and verbal communication skills.
• Ability to manage multiple tickets effectively.

Responsibilities

• Lead help desk and quality assurance efforts.
• Analyze customer-reported problems and resolve issues.
• Document support solutions and contribute to an internal knowledge base.
• Collaborate cross-functionally with software developers, PMs, and program managers.

Skills

Technical Aptitude & Troubleshooting Skills

Attention to Detail

Communication & Customer Empathy

Organizational Skills

Team Player in a Startup Environment

Domain Interest

Education

Bachelor's or associate degree

Industry certifications (CompTIA A+, ISTQB)

Tools

Jira Service Management

Job description

Systems and Test Analyst at Overwatch Imaging

Overwatch Imaging is automating the collection, analysis, and delivery of time‑critical geospatial intelligence for missions that matter. Our AI software automatically manages airborne sensors, detects objects of interest, and reports intelligence outputs efficiently. The smart sensors are multi‑camera, multi‑spectral airborne payloads designed for automated operation by edge computers, enabling life‑saving agencies to scan wide areas and find small objects faster than human‑in‑the‑loop systems.

About The Role

We are seeking a Systems and Test Analyst to join our team in Hood River, OR. In this hybrid position you will lead our help desk and play a key role in quality assurance. Your primary mission is to ensure customers and internal users receive timely, effective support while maintaining high software quality. This full‑time, on‑site role involves approximately 10–25 % travel to field test locations.

What You’ll Do

• Customer Issue Triage & Resolution
  • Analyze customer‑reported problems – review log files, error messages, or reproduction steps.
  • Attempt to reproduce issues in‑house using test equipment or software simulations.
  • Resolve straightforward issues yourself and Escalate complex problems to developers with diagnostic information.
  • Perform basic log analysis and environment debugging to increase help desk resolution rates.
• Quality Assurance Testing
  • Work closely with QA and development teams, bridging customer experiences and product quality.
  • Write test cases or step‑by‑step test plans for new features and bug fixes during sprints.
  • Execute manual tests on software and embedded sensor systems to verify new functionality and prevent regressions.
  • Participate in flight testing and integration tests, document results, and log defects with detailed reproduction steps.
• Documentation & Process Improvement
  • Document frequent support solutions and contribute to an internal knowledge base or FAQ.
  • Provide product team feedback on recurring pain points to drive usability improvements.
  • Assist in creating or updating user documentation and release notes.
  • Help refine help desk workflows – SLAs, ticket triage rules – and suggest QA process improvements.
• Cross‑Functional Collaboration
  • Interface daily with software developers, product managers, and program managers.
  • Coordinate live debugging sessions between customers and engineers for tricky support cases.
  • Represent the customer voice in planning meetings for upcoming releases.
  • Collaborate on root cause analysis and new feature understanding.
  • Communicate clearly to keep customers and internal teams aligned.

About You

• Technical Aptitude & Troubleshooting Skills – Tech‑savvy, quick to learn new software/hardware systems, experienced with help desk ticketing systems (e.g., Jira Service Management), and basic IT troubleshooting. Exposure to software testing methodologies or tools is a plus.
• Attention to Detail – Thorough documentation of issues with exact error messages and steps, accurate test procedure adherence, and diligent result recording.
• Communication & Customer Empathy – Excellent written and verbal communication, ability to translate technical jargon for customers, and compassionate, patient demeanor when dealing with stressed users.
• Organizational Skills – Prioritization, time management, juggling multiple tickets without missing beats, and driving issues to resolution.
• Team Player in a Startup Environment – Proactive ownership, adaptability to evolving processes, and willingness to help beyond formal scope.
• Domain Interest – Interest in aviation, aerospace, or unmanned aircraft systems is a big plus. Openness to learning, including flight‑test and hardware work.
• Education – Bachelor’s or associate degree, especially with GIS exposure, is nice‑to‑have but not required. Industry certifications (CompTIA A+, ISTQB) or background in electronics, computer science, or aviation are bonuses.

What We Offer

• Growth Opportunities: Shape our future in a true startup environment.
• Impact Opportunity: Contribute to missions that keep people safe and create a better world.
• Team Collaboration: Fast‑paced, collaborative environment with an open‑door policy.
• Late Start Wednesday: Weekly focus time, flexible work or training schedule.
• Time Off: Unlimited PTO for work‑life balance.
• Holidays: 10 company holidays recognized.
• Ownership: Stock options as we grow.
• Health Benefits: Medical and dental premiums fully covered for employees and families, with a pre‑tax health savings account.
• 401(k) Retirement Savings: Matching contributions up to 4 % of pay.
• Travel: The position requires up to 50 % business travel and work in and around non‑commercial aircraft.

All applicants must be authorized to work permanently in the United States.

Overwatch Imaging is an equal‑opportunity workplace and makes employment decisions based on merit and business needs, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, veteran status, or any other protected characteristic.

We encourage all qualified candidates to apply, even if they do not meet every requirement listed. We value diversity of experience and perspectives and are always looking for talented individuals to join our team.

Export Control Compliance Notice: This position may involve access to data, technology, or software subject to U.S. export control laws and regulations, including ITAR and EAR. Employment is contingent upon the applicant’s ability to obtain necessary export authorization per the company’s compliance assessment.