The largest platform for hiring top remote talent from Latin America.
Technical Partner Support – QA Specialist
Location
Mexico
Posted
67 days ago
Salary
0
Seniority
Mid Level
Job Description
Technical Partner Support – QA Specialist
Workana
• Provide first-line partner support to USA and LATAM partners. • Respond to partner queries professionally via ticketing systems, email, and calls. • Help partners understand system features, workflows, and best practices. • Troubleshoot reported issues and reproduce bugs in a structured manner. • Gather evidence, document findings clearly, and escalate technical issues to developers when required. • Ensure all interactions are accurately logged in internal systems. • Maintain high service standards aligned with internal SLAs. • Support the Partner Success team with on-boarding new partners. • Deliver system walkthroughs and training sessions where required. • Assist partners in understanding configuration options and operational workflows. • Help accelerate customer adoption and reduce time-to-value. • Proactively identify opportunities for partners to optimize workflows and improve system utilization. • Contribute to documentation and knowledge base improvements. • Assist the QA team with manual testing of web and mobile applications. • Execute structured test cases and validate bug fixes. • Reproduce and clearly document customer-reported issues. • Identify usability gaps and opportunities for product improvement. • Contribute to maintaining high product quality standards.
Job Requirements
- 2+ years experience in SaaS product support, technical support, or a similar role.
- Experience in manual software testing.
- Strong troubleshooting and analytical thinking skills.
- Ability to reproduce issues and document bugs clearly and accurately.
- Strong written and verbal communication skills, with the ability to liaise effectively with diverse stakeholders.
- Excellent organisational skills and attention to detail.
- Experience collaborating with cross-functional teams (Product, QA, Engineering).
- High proficiency in Google Workspace, Microsoft Office Suite, and project management tools.
- Comfortable working independently during afternoon/evening hours.
- Nice to Have**
- Native or fluent-level Spanish and English (written and spoken)
- Familiarity with ticketing or event technology platforms.
- Knowledge of web technologies (HTML, JavaScript, CSS).
- Experience using tools such as Linear, Jira, Zendesk, or similar.
- Previous on-boarding or product training experience.
Benefits
- Competitive salary and role progression opportunities.
- 24 days holiday + bank holidays (increasing with tenure).
- Flexible working arrangements.
- Learning and development opportunities.
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