Job Description

At SchoolStatus, allowing teachers to follow their calling is at the forefront of everything we do. To help us build functional systems that improve schools, we are now looking for an experienced Product Support Analyst. At heart, you are a curious learner with a technological bend that applies that curiosity and logic to solving problems. Like Archimedes, if you are given a lever long enough and a fulcrum to set it on, you can move the world.

Objectives of this Role

• Undertaking root cause analysis and defining replication steps for issues reported by internal teams.
• Collaborating with developers, product owners, and the wider business to solve problems.
• Formulating, running, and managing appropriate QA tests to ensure that acceptance criteria have been fully met and are bug free.
• Producing user documentation including knowledge base articles.

Qualifications/Skills:

• Able to collaborate and explain across departments
• Proponent of Agile processes
• Prefer to automate so that they can work less
• Problem-solving attitude
• Collaborative team spirit
• Mentoring others in good support and testing practices.

Education and Experience Requirements:

• BA or BS in software engineering, philosophy, history, or music
• Experience with Agile QA Automation methods and platforms

Daily and Monthly Responsibilities

• Investigate technical issues
• Develop documented procedures 
• Design procedures for system troubleshooting 
• Review and test development during Sprints
• Write, store, and implement test cases

• Review, replicate and raise tickets to engineering for overnight and daily support issues
• Liaise with multiple teams and respond to questions on how our product works and any errors encountered
• Write documentation for new features and processes