.Production Support Specialist + Manual QAMonterreyRemote, ColombiaRemote, LATAMSmall team (1-10 people)ClientOur client boasts a 40-year legacy, specializing in personalized retirement services and strategic tax planning.
They empower investors with unique opportunities in non-traditional assets like real estate, private equity, precious metals, etc.Join a great company, not merely an individual project.Project OverviewFor over 40 years, the company has empowered investors to take charge of their retirement by providing access to tax-advantaged, self-directed accounts.
The services allow investors to invest in alternative investments that are typically unavailable through traditional banks and brokerage firms and make it possible for them to create a personalized retirement strategy.Position OverviewWe are seeking a Production Support Specialist + Manual QA who will play a dual role in supporting our clients and ensuring the quality of our products.
As a Support Specialist, you will provide exceptional customer service, troubleshoot issues, and deliver resolutions promptly.
As a Manual QA, you will test our products to ensure they meet the highest quality standards before release.ResponsibilitiesSupport Specialist:Incident Management: Monitor, troubleshoot, and resolve production issues within defined SLAs, providing timely and clear status updates to stakeholders.Documentation: Maintain comprehensive and accurate documentation for troubleshooting guides, standard issue resolution procedures, and client-facing reports.Process Improvement: Analyze recurring issues and propose actionable improvements, collaborating with development teams to implement fixes or automation.Communication: Regularly update clients or internal teams on issue status and resolution timelines in a clear, professional manner, using pre-defined communication templates.Adherence to Procedures: Follow defined processes and protocols for handling incidents, escalating complex issues as needed.Manual QA:Test Execution: Perform manual testing of features, including functional, regression, and exploratory testing, based on defined test cases and ad-hoc scenarios.Defect Reporting: Accurately document defects, steps to reproduce, and testing outcomes in tracking tools.Validation: Test and verify fixes for defects before production deployment.RequirementsTechnical Knowledge: Familiarity with troubleshooting production systems, logging tools, and ticketing systems.
Familiarity with software testing principles, methodologies, and tools.
Experience with SQL or basic scripting is a plus.Communication: Clear and concise communicator in English, comfortable liaising with both technical and non-technical stakeholders.Quality Focus: Demonstrated ability to execute detailed test cases, identify edge cases, and report defects clearly.Problem Solving: Ability to approach issues methodically, diagnose problems efficiently, and recommend practical solutions