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🤖 15+ AI Agents working for you. Find jobs, score and update resumes, cover letter, interview questions, missing keywords, and lots more.
RemoteHunter • United States
Salary: 401k, PTO/pa
Role & seniority: IT Support & Quality Assurance Analyst (mid-level)
Stack/tools: Jira Service Management; Azure DevOps; Windows/macOS; enterprise apps; manual and automated testing; basic account management; ticketing system; QA processes
Serve as primary L2/L3 technical support contact; diagnose, troubleshoot, and resolve complex issues
Execute manual and automated test cases; develop test plans; perform regression, smoke, and exploratory testing
Document incidents, defects, and knowledge base; participate in stand-ups; collaborate with QA/development; conduct root cause analysis
Proven experience in help desk/IT support or technical support
Strong troubleshooting across OSes and enterprise apps; quick learner of processes/tools
Excellent written/verbal communication; meticulous documentation; strong attention to detail
Experience with ticketing/bug-tracking systems
Experience with Jira Service Management and Azure DevOps
Experience with QA methodologies, SDLC, test planning, and defect reproduction steps
Ability to analyze support trends and propose process or product improvements
Location & work type: Remote-friendly; full-time role with flexible remote work options; benefits package available
The organization provides title insurance underwriting and trusted solutions to protect property ownership rights across the country. The IT Support & Quality Assurance Analyst role serves as a bridge between end-users and the development team, handling front-line technical support and executing quality assurance for software releases to resolve technical issues and improve the product ecosystem.
Serve as a primary point of contact for Level 2 and 3 technical support
Diagnose, troubleshoot, and resolve complex technical issues, escalating as needed with detailed diagnostics
Perform basic account management tasks, including creating user accounts, resetting passwords, and managing permissions
Document all incidents and service requests accurately in the ticketing system and track through resolution
Execute manual and automated test cases to identify bugs before deployment
Perform regression, smoke, and exploratory testing
Collaborate with QA and development teams to understand new features and user requirements
Develop and maintain detailed test plans and manual test cases for new features and bug fixes
Document and report software defects with clear, concise, and detailed reproduction steps
Participate in stand-ups and sprint processes to ensure consistent, high-quality outcomes
Conduct root cause analysis on recurring customer issues and propose improvements
Create and update knowledge base articles, user guides, and runbooks for internal teams and end-users
Analyze support trends and quality metrics to recommend process, product, and training improvements
Proven experience in help desk, IT support, or technical support roles
Familiarity with software testing methodologies and the software development lifecycle
Strong technical aptitude and troubleshooting skills across multiple operating systems and enterprise applications
Ability to quickly learn new business processes, tools, and technologies
Excellent written and verbal communication skills to translate technical concepts for non-technical users and document issues effectively
Exceptional attention to detail and strong analytical skills
Strong organizational and time management skills with the ability to manage multiple tasks simultaneously
Experience with ticketing and bug tracking systems such as Jira Service Management and Azure DevOps is highly preferred
Inclusive culture welcoming candidates from diverse and underrepresented backgrounds
Flexible remote work environment
Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, tuition reimbursement, life insurance, and disability coverage