Lead Support & QA Engineer (F/H)
Core
Lead Support & QA Engineer ensuring flawless client request handling, rationalizing escalation flows to development, and elevating pre-production quality standards for B2B clients.
Role type
Lead Support & QA Engineer
Builds
Proprietary generative AI solutions (ILLUIN Dialogue, Doc Automation, Analyze) deployed for enterprise B2B clients
Domain
Generative AI / SaaS
Deliverable
production ML models | product features
Required skills
B2B technical support (L2/L3), API debugging (REST), log analysis, observability tools, Jira Service Management (JSM) workflow configuration, functional testing, regression testing, bug tracking, knowledge base maintenance, product documentation
Preferred skills
Python, JavaScript/TypeScript, test automation (Playwright, Cypress), LLMs, RAG, team leadership
Technologies
Datadog, Sentry, Jira Service Management, REST APIs, Playwright, Cypress
Responsibilities
Diagnose and resolve B2B client incidents (API errors, logs, configurations); orchestrate complex ticket lifecycles and escalate to development teams; execute functional and regression testing campaigns before major releases; maintain internal knowledge bases and product documentation; improve internal ticketing processes and automation workflows.
Seniority
Mid-Senior, hands-on IC with potential for team leadership
