QA & Support Engineer (Remote)

LocationRemote / Latin AmericaScheduleFlexibleAbout The CompanyOur client is a fast-growing B2B AI & SaaS company that provides financial modeling and forecasting solutions for eCommerce and omnichannel brands. Their platform serves as the financial system of record for consumer brands looking to unlock profitable growth and strengthen valuations.Role SummaryAs an Engineer – QA & Technical Support, you will operate in a high-impact hybrid capacity, split equally between owning QA automation/release validation and serving as a highly technical front-line support engineer. Reporting to the CTO, you will act as the vital bridge between customers, product, and engineering, turning real-world user issues into improved test coverage and superior product reliability.Key ResponsibilitiesTechnical Support (50%): Serve as the primary responder for inbound client requests, including bug reports, data discrepancies, and configuration inquiries.Issue Diagnosis: Independently resolve Tier 1 issues and perform thorough troubleshooting on complex cases to provide engineering with the context needed for fast resolution.Bug Reproduction: Reproduce reported bugs, gathering logs and environment info to document clear replication steps.API Troubleshooting: Investigate API connectivity and authentication issues, identifying failure points like expired tokens or misconfigured endpoints.Queue Management: Manage and prioritize support tickets within established SLAs using systems like Zendesk or Jira.Knowledge Base Maintenance: Contribute to internal and external FAQs and troubleshooting guides while identifying recurring issue trends.QA Engineering (50%): Design, build, and maintain UI automation frameworks using Playwright or Cypress.Test Development: Develop automated test suites for regression, feature validation, and critical user workflows.Release Ownership: Own the QA process across releases, including test planning, execution, and reporting.CI/CD Integration: Integrate automated tests into CI/CD pipelines to ensure continuous quality validation.Cross-Functional Collaboration: Partner with Product and Engineering to define acceptance criteria and ensure adequate coverage before every release.Quality Advocacy: Translate recurring support issues into preventative quality practices and improved automation coverage.Required QualificationsExperience: 3–5+ years in technical support, QA engineering, or a hybrid role within a SaaS environment.Technical Skills: Strong experience with Playwright or Cypress for UI automation.Troubleshooting: Demonstrated ability to troubleshoot web-based applications using browser developer tools and network request analysis.APIs: Basic understanding of REST APIs, API keys, OAuth, and SSO.Tooling: Experience with ticketing systems (Zendesk, Jira, Intercom, etc.) and structured support workflows.Finance Knowledge: Basic understanding of financial statements (Income Statement, Balance Sheet) and core accounting concepts.Preferred Qualifications (Nice-to-Haves)Data Skills: Basic SQL knowledge for writing queries to troubleshoot data discrepancies.Domain Expertise: Experience supporting financial planning, accounting, or ERP platforms (e.g., NetSuite, QuickBooks).Integrations: Familiarity with commerce data sources like Shopify, Amazon, or Nielsen.