Product Support Analyst 2

Product Support Analyst 2

User Acceptance Testing (UAT):

• Develop and execute test plans, test cases, and test scripts based on business requirements.
• Coordinate with stakeholders to review test objectives and expected outcomes.
• Identify and document bugs or issues, and track their resolution with development teams.
• Validate functionality, usability, and performance of systems against defined criteria.
• Maintain test result records and report findings to project managers.

Production (Prod) Review:

• Conduct post-deployment checks to ensure system stability and functionality in the live environment.
• Monitor and document production issues, analyzing root causes for resolution.
• Collaborate with technical teams to address system performance concerns promptly.
• Test newly implemented features or patches in the production environment.
• Provide status updates and recommend improvements to maintain high-quality system performance.

Customer Support:

• Analyze and resolve complex customer support tickets escalated to Level 3.
• Investigate and identify root causes of technical issues reported by end-users.
• Collaborate with development teams to address and resolve software defects.
• Perform advanced troubleshooting for system errors and application bugs.
• Document resolutions and provide detailed feedback to Level 1 and Level 2 support teams.
• Validate fixes and updates in test environments before applying them in production.
• Recommend process improvements based on recurring issues or patterns.
• Ensure timely communication with stakeholders on ticket status and resolution timelines.

Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

• 7 Years - Required - Testing Methodologies and Tools: Proficiency in UAT processes, test plan creation, and familiarity with QA tools.
• 7 Years - Required - Experience with system architectures, databases, and scripting languages to facilitate effective testing and troubles
• 7 Years - Required - Exceptional working knowledge of testing tools/softwares (i.e. SQL, JIRA, Swagger, Postman, TOAD, etc)
• 7 Years - Required - Knowledge of industry-specific domains:(i.e. Education, Data Standards, Texas Education Requirements, TEA, etc)
• 5 Years - Required - Analytical Thinking: Strong problem-solving skills to identify, analyze, and resolve defects during testing/prod review
• 5 Years - Required - The ability to meticulously examine test results, document findings, and ensure adherence to quality standards.
• 5 Years - Required - Excellent communication skills to effectively work with cross-functional teams
• 5 Years - Required - Prior experience in handling escalated support tickets or working in high-level technical support roles.
• 7 Years - Preferred - Detail-oriented with a focus on quality standards.
• 5 Years - Preferred - Technical knowledge of system architectures and scripting.
• 5 Years - Preferred - Experience in automated testing frameworks.