About the Role
We’re seeking a Level 2 Customer Support & QA Tester who is eager to grow their career in SaaS, customer success, and software quality. This role blends escalated customer support with hands-on quality assurance testing and is perfect for someone who enjoys problem-solving, learning new technologies, and improving customer experiences.
You will support customers with more complex issues than Level 1 support while also helping test new features, validate fixes, and ensure our product meets quality standards before release.
Key Responsibilities:
Customer Support (Level 2)
Assist with escalated customer issues that require deeper investigation
Reproduce customer-reported issues and document clear steps for Engineering
Communicate clearly and empathetically with customers throughout issue resolution
Work closely with senior support, QA, and Engineering teams to resolve defects
Document resolutions and contribute to knowledge base articles
Identify recurring issues and flag potential product improvements
Provide backup Level 1 support as needed
Quality Assurance & Testing
Execute manual test cases for new features, enhancements, and bug fixes
Perform regression testing before releases
Validate bug fixes and ensure acceptance criteria are met
Log defects with detailed reproduction steps and screenshots/videos
Learn and follow QA best practices, test plans, and release checklists
Provide feedback on usability and real-world workflows
Collaboration & Learning
Participate in sprint planning, demos, and release readiness activities
Act as an advocate for the customer experience
Required Qualifications
1-5 years of experience in customer support, QA, IT help desk, or related SaaS roles
Strong problem-solving skills and curiosity about how software works
Excellent written and verbal communication skills
Comfortable learning new tools and technologies
Ability to manage multiple tasks in a fast-paced startup environment
Preferred Qualifications
Experience with ticketing systems (HubSpot, Jira, Zendesk, Freshdesk, etc.)
Familiarity with bug tracking or project management tools
Basic knowledge of web applications, browsers, and SaaS platforms
Coursework or certifications in IT, QA, or software testing
What Success Looks Like
Escalated customer issues are handled professionally and accurately
Test cases are executed thoroughly and consistently
Bugs are clearly documented and easy for Engineering to reproduce
Releases go out with fewer defects and smoother customer experiences
You grow into a confident, trusted member of the Support and QA teams
Why Join Us
Hands-on learning in a real SaaS environment
Mentorship from senior Support, Product and Engineering professionals
Career growth paths into higher level Support, QA, Product, or Engineering roles
Collaborative, mission-driven startup culture