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| Position Type: | Full-time |
| Date Posted: | Jun 21, 2017 |
| Experience: | 3 Years |
| Education: | University Degree |
Job Description
Our ideal candidate will own creating the Product Support team from scratch and building out a robust product support process by enhancing our existing support framework. The Product Support & QA Lead will demonstrate strong leadership competencies and a true quality and process-driven mindset. This role will be integral to ensuring a positive user experience through 24x7 customer support and preventing escaped defects.
What we’d like you to do:
- Develop and execute manual and automated test processes
- Develop quality assurance standards and measures
- Conduct all types of application testing as needed, such as system, unit, regression and load, and acceptance testing
- Evaluate, plan, design, develop and deploy testing techniques for new applications, products and/or enhancements to existing applications throughout the development/product lifecycle
- Focus on quality activities to ensure compliance with business requirements and continuously improve product quality and systems processes performance
- Initiate, investigate and participate in corrective and preventative action
- Report bugs, track defects and collaborate with developers and other teams as necessary to resolve issues
- Interface with Product and Development to obtain necessary information to ensure products meet the quality requirements
- Advise in the design process to ensure quality requirements are considered, defined and planned for
- Oversee the creation and control of documents and records
- Perform risk assessments
- Lead 24/7 product support team
- Participate in the recruiting and staffing of the team(s)
- Mentor/train team members in the support role and/or future Quality team hire(s)
- Make and manage the team’s schedules
- Act as backup for the Support team
- Communicate effectively with individuals/teams to ensure high quality and timely expedition of requests
- Assume an “ownership” role for issues and/ or assigned projects
- Assist with continuous improvement of team processes and practices
- Work with technical staff to solve issues within the Service Level Agreement (SLA)
- Define and develop Support processes for a global customer base
- Requirement for on-call work as required
You should be someone who has/is:
- Bachelor’s degree in Engineering or Computer Science, or a technical diploma with equivalent experience
- 3+ years of experience diagnosing, reporting and tracking quality issues
- Strong working knowledge of database technologies and test methodologies
- Familiarity with QA tools and techniques, bug tracking systems, and test design and execution
- Commitment to learning, results and process-oriented
- Demonstrated experience troubleshooting customer requests
- Strong customer service skills and a high level of professionalism in all situations
- Excellent verbal and written communication skills
- Demonstrated analytical, reasoning and problem-solving abilities
- Careful attention to detail and a high regard for quality of work
- Experience with a ticketing system and SLAs in a 24/7 global environment
- Experience supporting SaaS solutions within an Agile DevOps environment is an asset
To Apply:
If you are interested in an exciting opportunity and the chance to work with an experienced group in a fun and entrepreneurial technology company, email your resume with cover letter in confidence to hr@mediasonar.com, quoting QAJUN2017. Only individuals selected for an interview will be contacted.
Media Sonar is an equal opportunity employer. We are happy to provide accommodation to candidates throughout the interview process upon request. We thank all candidates for their interest, however only selected candidates will be contacted for an interview. No phone calls please.
