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16817250

Support QA Specialist

Job Overview

Quality Assurance Engineer – Customer Success (Hybrid QA & Support)

Location: Concord, ON (Onsite – 5 Days/Week)
Department: IT
Salary: $55,000 – $70,000 + Benefits

About the Role

Our client is seeking a Quality Assurance Engineer – Customer Success who can operate at the intersection of software testing and end-user support. This is a highly collaborative, customer-facing role requiring a balanced 50/50 split between QA and Customer Support.

You will not only ensure product quality through functional and user acceptance testing (UAT), but also work directly with customers to troubleshoot issues, deliver training, and improve overall user experience. The ideal candidate is comfortable moving between technical testing and client interaction seamlessly.

Key Responsibilities

Software Testing & Quality Assurance (50%)
  • Perform functional testing and User Acceptance Testing (UAT) across applications and workflows
  • Create, execute, and maintain test cases, test plans, and test documentation
  • Identify, log, and track defects using Jira
  • Validate API functionality and integrations using Postman
  • Collaborate closely with developers to troubleshoot issues, verify fixes, and ensure release quality
  • Support regression testing cycles for new releases and feature enhancements
  • Advocate for user experience improvements based on testing insights
Customer Support & User Enablement (50%)
  • Provide first-level and second-level support via phone, email, and ticketing systems (preferably ServiceNow)
  • Troubleshoot application issues and guide users toward effective solutions
  • Work directly with end users and clients to understand problems and replicate issues
  • Assist with user onboarding, system setup, and configuration
  • Deliver product training sessions, walkthroughs, and demos to end users
  • Create and maintain training materials, knowledge base articles, and user guides
  • Act as a bridge between customers and internal technical teams, ensuring clear communication and timely resolution

What We’re Looking For

  • 5–8+ years of experience in Software QA, Application Support, or Customer Success roles
  • Strong hands-on experience with functional testing and UAT
  • Experience with API testing tools (e.g., Postman)
  • Familiarity with bug tracking tools (e.g., Jira)
  • Experience working with ticketing systems (ServiceNow preferred)
  • Proven ability to interact directly with customers and provide training/support
  • Excellent problem-solving, analytical, and troubleshooting skills
  • Strong communication skills – able to explain technical concepts to non-technical users
  • Highly organized with the ability to manage multiple priorities in a fast-paced environment

Work Environment

  • Full-time, onsite role (5 days/week in Concord, ON)
  • Customer-facing position requiring strong interpersonal and communication skills
  • May require occasional flexibility to support U.S. time zones

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