Overview
We are seeking a Lead Software QA & Tier 1 Support Lead to drive software quality efforts while overseeing Tier 1 support processes for our applications. This role will be responsible for leading QA strategy, coordinating test planning and execution, improving quality processes, and ensuring support tickets are reviewed, triaged, documented, and escalated effectively.
This position is best suited for a self-starter with strong QA leadership skills, sound judgment, and the ability to balance hands-on testing with process ownership. The majority of the role will focus on quality assurance and testing leadership, with secondary responsibility for guiding Tier 1 support quality and consistency.
Schedule:
- Full-time: Monday - Friday, 4:00 PM – 2:00 AM EST
- Training: First 2 weeks, 8:00 AM – 5:00 PM EST
Responsibilities
Quality Assurance and Testing
- Lead the planning, coordination, and execution of quality assurance activities across projects.
- Review business requirements, scope documents, user stories, and technical specifications to ensure testability and coverage.
- Develop test strategies, test plans, test cases, and regression approaches.
- Perform and oversee manual testing of features, enhancements, integrations, and bug fixes.
- Drive defect identification, reproduction, documentation, prioritization, and follow-through.
- Partner closely with developers, analysts, and project stakeholders to validate application performance and readiness.
- Improve QA workflows, standards, templates, and documentation.
- Help build and refine repeatable QA processes that support efficient and high-quality delivery.
- Support or guide automation efforts where appropriate.
- Ensure testing requirements and outcomes are documented clearly for internal teams and support handoff.
Tier 1 IT / Product Support
- Oversee consistent review and triage of incoming Tier 1 support tickets.
- Ensure basic support issues such as password resets, access issues, and routine troubleshooting are resolved efficiently.
- Establish ticket quality standards so requests include required context, data, and supporting details.
- Monitor escalation paths and ensure more complex issues are routed appropriately and promptly.
- Identify support trends, recurring defects, usability issues, and process breakdowns.
- Translate support findings into actionable recommendations for product, QA, and development teams.
- Improve documentation for troubleshooting, support workflows, and known issue resolution.
- Maintain strong communication with internal teams and stakeholders on ticket trends, support quality, and recurring risks.
Requirements
- 4+ years of experience in software QA, software testing, technical support, or a related field.
- Demonstrated experience leading QA efforts or owning quality processes.
- Strong understanding of software development lifecycle and QA methodologies.
- Experience creating test plans, executing test cases, and managing defect lifecycles.
- Strong analytical, organizational, and prioritization skills.
- Excellent written and verbal communication.
- Ability to work independently, use sound judgment, and take initiative.
- Ability to manage multiple projects and priorities with minimal supervision.
- Strong attention to detail and commitment to high-quality output.
- Experience collaborating cross-functionally with development, support, and business teams.
Preferred Qualifications
- Experience with automation tools such as Selenium, Cucumber, TestComplete, Katalon Studio, or similar.
- Experience improving QA processes or establishing testing standards.
- Familiarity with support operations, ticketing workflows, and service quality metrics.
- Experience in both Agile and Waterfall environments.
- Experience with custom software, SaaS products, or client-facing support environments.
- Ability to identify patterns in support trends and translate them into product or process improvements.
Independent Contractor Perks
- Permanent work from home
- Immediate hiring
- Health Insurance Coverage for eligible locations
Note
- Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.
(54435527036)
