Technical Partner Support & QA Specialist
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WorkanaEvent Technology
Mexico City, Mexico. Buenos Aires, Buenos Aires, Argentina. Santiago, Santiago Metropolitan Region, Chile. Medellín, Medellin, Colombia. São Paulo, State of São Paulo, Brazil. Panama City, Panama, Panama, 2:00pm - 10:00pm UK time (flexible within this window)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- Microsoft Office SuiteGoogle Workspace
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
- Excellent organisational skills and attention to detail
- Experience collaborating with cross-functional teams (Product, QA, Engineering)
- High proficiency in Google Workspace
- High proficiency in Microsoft Office Suite
- High proficiency in project management tools
- Comfortable working independently during afternoon/evening hours
Responsibilities
- 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.
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