It Technical Support And Qa Testing Analyst

Who We Are

Fatigue Science is Venture Capital financed and the leading provider of predictive human performance data in heavy industry, elite sports, and military. Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models in order to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness. Our suite of mobile and web applications enable organizations to optimize operations, reduce risk, and drive performance and productivity improvements — both at an individual and enterprise level. With proven impact and return on investment, Fatigue Science serves cutting-edge organizations who understand the importance of sleep as well as the value of data-driven decision-making.

Position Overview

As an IT Technical Support and QA Testing Analyst at Fatigue Science, you will be stepping into a unique and exciting combination role that blends technical support expertise with quality assurance and testing responsibilities. You will play a vital role in providing timely product support to our English and Spanish-speaking customers while ensuring the quality, reliability, and seamless performance of our web and mobile applications through various testing methods.

Position Responsibilities

IT Tech Support Analyst

• Collaborate with product and engineering to provide feedback on product behavior in the field to facilitate product improvement opportunities
• Provide timely product support for Fatigue Science customers through chat, email and phone - Including diagnosis and providing solutions/troubleshooting by analyzing software logs
• Raising tickets with engineering when software bugs are observed
• Other ad-hoc duties as required (we’re a small team - there are lots of opportunities for someone to lend a hand and experience development outside of their specific roles)
• Work with senior members of the IT, Engineering, and Customer Success teams to improve and advance the Technical Support process at Fatigue Science
• Provide internal IT support to Fatigue Science team members
• Support hardware team with QC of Fatigue Science technology

QA Testing Analyst

• Record test results in TestRail
• Submit and verify tickets, in JIRA, about issues found during the testing
• Perform various types of testing web and mobile products

Position Requirements

Mandatory Requirements

• Proficiency in working with Android, iOS, macOS and Windows
• 1-2 years of experience in a customer-facing technical support role
• Team player with a desire to learn to build skills and expertise (We’re keen to help you grow and succeed!)
• Able to work in a hybrid environment, with a combination of remote and in-office responsibilities at our Vancouver office
• Proactive, self-starter and detail-oriented mindset
• Excellent interpersonal and communication skills with a customer focus (You’re as comfortable around people as you are with technology!).
• High degree of empathy, ability to connect with people from a variety of backgrounds and roles (In a given day, you may speak to a haul truck operator from a rural mine site, an executive stakeholder or an elite professional athlete).
• Able to provide occasional support outside of regular business hours
• Strong analytical and problem-solving skills with a willingness to dig deeper into technical issues
• Fluent in both Spanish and English

“Nice To Have” Requirements

• 1+ years of experience in QA Testing
• Previous experience working in a SaaS or technology-driven organization
• Familiarity with Salesforce ServiceCloud, JIRA, and Confluence
• Knowledge of cloud computing platforms such as AWS, Azure, or GCP
• Any IT Support related certifications
• Fluent in Portuguese
• Knowledge of SQL and database management

Education

• Completion of an undergraduate degree in a technology-related discipline