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IT Technical Support and QA Testing Analyst

7 months ago

Vancouver, Canada Fatigue Science Full time

**Who We Are**

**Position Overview**

**Position Responsibilities**

**IT Tech Support Analyst**
- Collaborate with product and engineering to provide feedback on product behavior in the field to facilitate product improvement opportunities
- Raising tickets with engineering when software bugs are observed
- Support hardware team with QC of Fatigue Science technology
- Provide internal IT support to Fatigue Science team members
- Other ad-hoc duties as required (we’re a small team - there are lots of opportunities for someone to lend a hand and experience development outside of their specific roles)
- Work with senior members of the IT, Engineering, and Customer Success teams to improve and advance the Technical Support process at Fatigue Science

**QA Testing Analyst**
- Perform various types of testing web and mobile products
- Submit and verify tickets, in JIRA, about issues found during the testing
- Record test results in TestRail

**Position Requirements**

**Mandatory Requirements**
- Fluent in both Spanish and English
- Able to work in a hybrid environment, with a combination of remote and in-office responsibilities at our Vancouver office
- 1-2 years of experience in a customer-facing technical support role
- Able to provide occasional support outside of regular business hours
- Proficiency in working with Android, iOS, macOS and Windows
- Excellent interpersonal and communication skills with a customer focus (You’re as comfortable around people as you are with technology).
- Strong analytical and problem-solving skills with a willingness to dig deeper into technical issues
- Proactive, self-starter and detail-oriented mindset
- High degree of empathy, ability to connect with people from a variety of backgrounds and roles (In a given day, you may speak to a haul truck operator from a rural mine site, an executive stakeholder or an elite professional athlete).
- Team player with a desire to learn to build skills and expertise (We’re keen to help you grow and succeed)

**“Nice To Have” Requirements**
- Fluent in Portuguese
- Familiarity with Salesforce ServiceCloud, JIRA, and Confluence
- Knowledge of cloud computing platforms such as AWS, Azure, or GCP
- Knowledge of SQL and database management
- Previous experience working in a SaaS or technology-driven organization
- Any IT Support related certifications
- 1+ years of experience in QA Testing

**Education**
- Completion of an undergraduate degree in a technology-related discipline