QA Engineer, Product & Technical Support Specialist
Core
Investigate customer-reported issues, reproduce bugs, validate fixes, and improve SaaS product experience through technical troubleshooting and documentation.
Role type
Mid-level IC QA Engineer & Technical Support Specialist
Builds
SaaS products for real customers
Domain
SaaS / Software Engineering
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Analytical problem-solving, Technical troubleshooting, Root-cause investigation, QA and validation mindset, Ability to learn software quickly, AI-assisted problem-solving, Ownership and accountability, Organizational and documentation skills, API and browser debugging, Automation scripting
Preferred skills
Experience with Intercom, Stripe, Claude, ChatGPT, Codex, Cursor, Notion, Chrome DevTools, modern SaaS dashboards
Responsibilities
Investigate customer-reported issues through Intercom and internal tools, Reproduce bugs and identify whether issues are isolated or part of broader product problems, Work with developers to document and escalate reproducible issues clearly, Test newly released product changes and validate bug fixes, Identify regressions and unexpected behavior after deployments, Write and improve knowledge base articles and customer help documentation, Create onboarding resources and product walkthroughs, Monitor recurring customer issues and identify patterns, Use AI tools heavily to accelerate troubleshooting and operational workflows, Build or improve automations to reduce repetitive support work
Seniority
Mid-level, hands-on IC