Software Quality Assurance (QA) Tester

Tongo is building the financial operating system for the commission-based economy. We aim to provide cash-flow aligned liquidity to stabilize cash flows, and automated commission distributions designed to facilitate tax savings, retirement investments, and an array of other financial products. With a fully remote team based predominantly in the United States and varying time zones, our projects are pivotal in shaping the future of finance for commission-driven businesses.

Job Overview:

We are seeking a detail-oriented and proactive Software Quality Assurance (QA) Tester and Tier 2 Support Specialist to join our team. This hybrid role involves ensuring the quality and functionality of our software products through rigorous testing and providing second-level technical support to end-users. The ideal candidate will be skilled in manual and automated testing, have strong troubleshooting abilities, and be capable of resolving complex software issues while collaborating with cross-functional teams.

Key Responsibilities:

Software Quality Assurance (QA) Testing:

• Develop deep knowledge of product to understand correct behavior and ability to resolve customer issues.
• Develop and execute detailed test plans, test cases, and test scripts based on product requirements and specifications.
• Perform functional, regression, integration, and user acceptance testing (UAT) on software applications and mobile apps.
• Identify, document, and track defects and issues in the software using Jira.
• Collaborate with the development team to reproduce and isolate issues, and provide insights for debugging.
• Perform manual and automated tests to ensure software is free from defects, meeting business needs and quality standards.
• Execute load and performance testing to ensure scalability and performance benchmarks are met.
• Assist in maintaining and updating test environments for various software applications.

Tier 2 Support:

• Provide technical support and troubleshooting assistance for users experiencing software issues, escalating only the most complex problems to Tier 3 support or development teams.
• Respond to and resolve complex technical queries related to the software application, working to understand user needs and identifying solutions.
• Diagnose and resolve issues related to software bugs, functionality, integrations, and configuration.
• Maintain and update knowledge base articles for end-users and team members.
• Document all support requests, resolutions, and customer interactions in a ticketing system
• Coordinate with development to communicate and resolve known issues affecting customers.
• Develop customer training materials and documentation.

Required Skills and Qualifications:

• English written and verbal communication: C1/C2
• Proven experience as a QA Tester, Software Tester, or similar role in a software development environment.
• Solid understanding of QA methodologies, testing tools, and defect management processes.
• Proficiency in manual testing techniques; experience with automated testing tools
• Strong knowledge of software development life cycle
• Experience with Jira for common bug tracking and test management
• Exceptional analytical and problem-solving skills with the ability to think critically and creatively.
• Familiarity with operating systems, web browsers, and mobile app development
• Strong written and verbal communication skills, with the ability to communicate complex technical issues to non-technical users.
• Excellent customer service skills, with a focus on delivering a positive user experience.
• Ability to work independently and as part of a collaborative team.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent experience.
• Experience with scripting languages (e.g., Python, JavaScript) for test automation.
• Experience with cloud platforms (e.g., AWS, Azure)
• Knowledge of database management and querying (e.g., SQL).