Purpose: The SQA Manager acts as the bridge between QA, Support, and Development teams, responsible for analyzing, reproducing, and escalating complex issues reported by customers or internal stakeholders. You’ll help ensure that product defects are clearly understood, prioritized, and resolved efficiently, ultimately improving customer satisfaction and product quality.
| Essential Duties and Responsibilities: |
- Investigate and reproduce complex customer-reported issues that are escalated beyond Tier 1/2 support.
- Collaborate closely with Technical Support, Product, and Engineering teams to understand and triage escalated issues.
- Log, track, and document bugs in issue-tracking systems (e.g., JIRA) with high clarity and reproducibility.
- Validate fixes and patches for escalated issues before release to ensure resolution and stability.
- Contribute to root cause analysis efforts and help prevent recurring issues.
- Develop and maintain escalation workflows and reporting metrics for issue tracking and resolution.
- Create or update automated and manual test cases related to escalated issues.
- Participate in regular bug triage meetings and provide QA insights to help prioritize fixes.
- Advocate for the customer experience by ensuring high-impact issues are addressed timely and thoroughly.
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| Qualification Requirements – To perform the job successfully, an individual should demonstrate the following: |
- Must be at least 18 years of age.
- Able to read, write and speak English.
- Successfully pass and maintain acceptable background checks and security clearances.
- Bachelor’s degree from a four-year college or university plus 3+ years of experience in QA, Technical Support, or related engineering role or equivalent combination of education and experience required.
- Strong debugging and problem-solving skills with the ability to reproduce complex technical issues.
- Experience with bug tracking and test management tools (e.g., JIRA, TestRail, Zephyr).
- Familiarity with software development processes and QA methodologies (Agile, SDLC, CI/CD).
- Basic scripting or automation skills (e.g., Python, Bash, or Selenium).
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| Certificates and Licenses: |
- No certificates or licenses needed.
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| Computer Skills: |
- Must have knowledge of and work experience with Microsoft Office tools (Word, Excel, Outlook, Teams), as well as with one or more of the items in each of the following categories:
- Preferred Skills:
- SCRUM Development Methodology.
- Experience working in a customer-facing escalation environment.
- Familiarity with APIs, databases (e.g., SQL), and system logs for troubleshooting.
- Understanding of cloud platforms (AWS, Azure, GCP) and distributed systems.
- Experience with performance or security testing is a plus
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