Full Description

Job Title: Level 2 Customer Support & QA Tester

Location: Remote

Department: Engineering

Reports To: Director of Engineering

About the Role We’re seeking a Level 2 Customer Support & QA Tester who is eager to grow their career in SaaS, customer success, and software quality. This role blends escalated customer support with hands-on quality assurance testing and is perfect for someone who enjoys problem-solving, learning new technologies, and improving customer experiences. You will support customers with more complex issues than Level 1 support while also helping test new features, validate fixes, and ensure our product meets quality standards before release.

Key Responsibilities Customer Support (Level 2) Assist with escalated customer issues that require deeper investigation Reproduce customer-reported issues and document clear steps for Engineering Communicate clearly and empathetically with customers throughout issue resolution Work closely with senior support, QA, and Engineering teams to resolve defects Document resolutions and contribute to knowledge base articles Identify recurring issues and flag potential product improvements Provide backup Level 1 support as needed Quality Assurance & Testing Execute manual test cases for new features, enhancements, and bug fixes Perform regression testing before releases Validate bug fixes and ensure acceptance criteria are met Log defects with detailed reproduction steps and screenshots/videos Learn and follow QA best practices, test plans, and release checklists Provide feedback on usability and real-world workflows Collaboration & Learning Participate in sprint planning, demos, and release readiness activities Act as an advocate for the customer experience Required Qualifications 1-5 years of experience in customer support, QA, IT help desk, or related SaaS roles Strong problem-solving skills and curiosity about how software works Excellent written and verbal communication skills Comfortable learning new tools and technologies Ability to manage multiple tasks in a fast-paced startup environment Preferred Qualifications Experience with ticketing systems (HubSpot, Jira, Zendesk, Freshdesk, etc.) Familiarity with bug tracking or project management tools Basic knowledge of web applications, browsers, and SaaS platforms Coursework or certifications in IT, QA, or software testing What Success Looks Like Escalated customer issues are handled professionally and accurately Test cases are executed thoroughly and consistently Bugs are clearly documented and easy for Engineering to reproduce Releases go out with fewer defects and smoother customer experiences You grow into a confident, trusted member of the Support and QA teams Why Join Us Hands-on learning in a real SaaS environment Mentorship from senior Support, Product and Engineering professionals Career growth paths into higher level Support, QA, Product, or Engineering roles Collaborative, mission-driven startup culture

Location United States (Remote) Employment Type Full-Time