- Investigate customer-reported bugs and product issues from initial report to final resolution.
- Reproduce issues, identify root causes, and collect all necessary technical and business context.
- Analyze logs, API requests, database records, historical tickets, documentation, and previous incidents to understand product behavior.
- Actively collaborate with QA engineers, developers, Business Analysts, and other teams to obtain missing information and drive issues to resolution.
- Take ownership of support cases and proactively follow up with stakeholders until a clear answer or solution is provided.
- Validate bug fixes and perform targeted regression testing to ensure that resolved issues do not affect related functionality.
- Distinguish between actual defects, configuration issues, integration problems, data-related cases, and expected product behavior.
- Prepare clear and detailed bug reports with reproduction steps, evidence, logs, request/response data, and impact description.
- Search and maintain knowledge across documentation, historical cases, and internal systems to speed up future investigations.
- Identify recurring problems and contribute to improving QA, support, and incident investigation processes.
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