Sr. QA & Technical Support Analyst

Job Summary

We’re seeking a detail-oriented and proactive QA & Technical Support Analyst to ensure stability, performance, and quality across our systems. You will manage support operations, perform testing, maintain documentation, and contribute to process improvements. Your work will help ensure seamless operations, dependable support, and high-quality product delivery.

Key Responsibilities

Technical Support & Customer Support

Serve as the first point of contact for technical issues—triaging, diagnosing, and escalating where needed.

Provide real-time support to clients and internal users for platform issues, access, usability, features, mobile apps, and connectivity.

Troubleshoot client-side and backend issues; escalate complex cases to relevant teams.

Track system health, monitor scheduled tasks, APIs, job failures, and deployments across environments (Dev, UAT, Production).

Maintain SLA-focused support responsiveness and assist customers / partners with timely resolutions.

Testing & Quality Assurance

Build and execute test cases across test cycles (unit, integration, regression, acceptance, performance).

Perform manual testing, including functional, regression, exploratory, and compatibility testing.

Design, organize, and execute comprehensive test suites and test cases.

Identify, document, and track defects using JIRA or similar issue trackers.

Validate fixes and ensure smooth deployments.

Execute automated and manual testing for feature releases, bug fixes, and configurations.

Conduct performance, load, and stress testing to ensure system reliability.

Lead or support UAT testing cycles and consolidate user feedback.

Run and maintain regression test suites for web and mobile applications (iOS & Android).

Automation Frameworks

BDD Framework (Cucumber) – Create feature files, step definitions, and implement BDD scenarios.

Selenium Automation – Develop and maintain automated UI test scripts for web applications.

Appium Automation – Create and execute mobile automation scripts for Android / iOS applications.

CI / CD Integration – Integrate automated test execution with Jenkins, Azure DevOps, or GitHub Actions.

Git Version Control – Manage repositories, branches, merges, and pull requests.

Documentation & Knowledge Management

Develop and maintain support documentation, SOPs, FAQs, and escalation playbooks.

Create and manage a central knowledge base for system workflows, troubleshooting steps, and technical guides.

Document system, infrastructure, and application changes, including change logs, impact notes, and rollback procedures.

Collaboration & Agile Operations

Work closely with development, DevOps, and product teams to streamline support and testing processes.

Participate in Agile ceremonies and adapt to iterative development workflows.

Provide actionable feedback to improve test coverage, platform reliability, and support efficiency.

Identify opportunities for automation or workflow enhancements.

Technical Skills

Strong experience in manual testing and automation testing (Selenium, Cucumber, Appium).

Experience in automated API / UI / mobile testing.

Exposure to DevOps tools (GitHub, Jenkins, Docker – execution / observation level).

Understanding of Azure / AWS cloud environments.

Basic programming foundation in C#, Java, or .NET.

Experience in CI / CD integration for automated test execution.

Comfortable with mobile app troubleshooting and connectivity diagnostics.

Soft Skills

Strong problem-solving mindset and patience during support interactions.

Clear and concise communicator capable of translating technical details for both technical and non-technical users.

Self-motivated, eager to learn, and adaptable to new tools and processes.

Critical thinking and sound decision-making in complex scenarios.

Demonstrates initiative, ownership, and accountability—leading by example.

Ability to thrive in a dynamic, evolving environment.

Required Education & Certifications

Degree in Computer Science, Engineering, or a related discipline.

Certification in QA methodologies / tools.

Certifications in DevOps, Mobile App Development, or AWS / Azure Cloud (preferred).

What We Provide @ HNR Tech

Inspiring and focused work environment.

Performance-driven culture with collaborative reviews and feedback.

Opportunities to learn new technologies and grow within the company.

Exposure to complex, international projects.

Team of passionate professionals striving for top-quality work.

Job Type & Work Shift

Full-time (Contract of 6 months)

Monday to Friday

US EST timezone : 4 : 30pm–1 : 30am IST or 5 : 30pm–2 : 30am IST