Quality Assurance / Level 2 Support Engineer
SnapRetail - Pittsburgh, PA
SnapRetail (
www.snapretail.com) is a Pittsburgh-based technology company that provides an online marketing system for independent retailers. Thousands of retailers use SnapRetail's easy SaaS product to plan monthly promotional activities, engage with customers through email and social media, and sell online. Among our many awards, SnapRetail has been recognized twice as a Pittsburgh Tech50 company and nationally as one of ten "Brilliant Companies in Social Shopping" by Entrepreneur Magazine. We were also recently recognized by the Pittsburgh Post-Gazette as one of the best places to work in Pittsburgh. Founded in early 2010, we are a vibrant, energetic company full of bright and talented people with a passion for helping local retailers thrive.
Your Responsibilities
The Quality Assurance and Level 2 Support Engineer will work closely with SnapRetail’s Customer Service team (called Marketing Consultants) to resolve incidents reported by customers related to our software and communicate back to the Marketing Consultants any status updates and solutions as issues are closed.
In this role you will field incoming reports of bugs, performance issues, and other technical issues with the software. You will be required to perform technical troubleshooting and data analysis to triage and diagnose issues, and work with the Engineering team to fix any bugs identified. You will interact with our customers as necessary to perform additional troubleshooting of software issues or assist with any advanced configuration tasks (such as with our website platform). Finally, you will document cases and bugs in the CRM system so that the Customer Service team can be updated and communicate resolution to customer. As a member of the Engineering team, you will also have opportunity to assist with other areas of our software development, including design and development projects.
You will also be responsible for the overall quality of the product by testing all software releases to ensure they are bug free and fulfill the requirements set forth by Product Management. You will develop test plans based on the requirements, and document any defects or missed requirements found during the testing cycle. You will also perform regression testing to ensure that no unexpected bugs or changes are introduced into the product when a feature is developed. During the release of the software update, you will be responsible for sign-off that the feature functions as expected in a production environment.
Reports To
Senior Director, Technology
Required Education:
Bachelor’s of Science in Computer Science, Computer Engineering, or related field or equivalent experience
Responsibilities:
Participate in design discussions and translate requirements into efficient and repeatable test plans
Develop test plans, scripts, and other documentation necessary for testing
Identify areas for improving efficiency, shortening of test cycles, and overall process improvements
Monitor product defects and maintain proper QA documentation
Meet with the Marketing Consultants regularly to update them on the status of escalated issues, and review discuss any functional problem areas with the software as reported by our customers
Execute both exploratory testing and manual formal scenario-based test plans on multiple platforms
Interface with Marketing Consultants, Product Management, and Engineers in identifying and resolving defects
Work closely with the engineering to diagnose issues, resolve defects, and ensure that product releases follow project specifications
Perform detail-oriented bug tracking and change verification in Jira
Required Experience:
Ability to write SQL queries in real-time to troubleshoot production issues
Ability to read and interpret application and server log files for the purpose of troubleshooting issues
1-2 years of experience debugging complex software in a QA or technical support role
Demonstrated ability to think analytically using inductive and deductive logic to identify cause of bugs
Extensive use and knowledge of commercial web sites and social media sites such as Facebook, Twitter, and Pinterest
Attention to detail to ensure that steps required to reproduce issues are documented and communicated to engineering team
Ability to multi-task in the face of many high-priority customer cases
Very good verbal and written communications skills, including the ability to be persuasive as well as to listen
Ability to work in an AGILE-based collaborative team environment
Desired Experience:
Prior experience with support case and defect ticketing software
Experience debugging complex web-based software, specifically responsible for cross-browser testing and/or bug triaging
Prior experience in a QA or technical support role for a web-based software product built in ASP.NET
1-2 years experience building web-based software products
Basic Scripting - Powershell, javascript, VB Script
Technologies Utilized:
MS SQL Server
.NET/MVC
Jira
Team City
Azure/AWS
TestRail
Git/GitHub
This position is located at 2840 Liberty Avenue, Pittsburgh, PA in the heart of Pittsburgh's Strip District. Visit our Facebook page to learn more about our facility, our people and our culture - facebook.com/snapretail. SnapRetail offers a competitive salary, including benefits such as Health, Dental, Vision, Life Insurance, Short and Long Term disability, holidays, paid personal time off, and 401k. Qualified candidates should submit their resume via the link provided.
Job Type: Full-time
Required experience:
Quality Assurance: 1 year
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