Technical Partner Support – QA Specialist

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🕒 April 14

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Workana

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

👥 HR Tech

🏪 Marketplace

🎯 Recruiter

💰 Series C on 2024-02

HR Tech • Marketplace • Recruitment

Workana is a leading platform in Latin America that connects businesses with remote talent across various disciplines. With over a decade in the market, Workana specializes in providing businesses with pre-selected and certified developers and freelancers for specific time periods or project-based tasks. The platform supports hiring in diverse fields such as IT & Programming, Design & Multimedia, Writing & Translation, and more, offering payment flexibility in local currencies or USD. Workana ensures satisfaction with protected payments and a satisfaction guarantee, aiming to grow businesses quickly and sustainably by leveraging the best remote talent available.

📋 Description

• 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.

🎯 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, with the ability to liaise effectively with diverse stakeholders. • Excellent organisational skills and attention to detail. • Experience collaborating with cross-functional teams (Product, QA, Engineering). • High proficiency in Google Workspace, Microsoft Office Suite, and project management tools. • Comfortable working independently during afternoon/evening hours. • **Nice to Have** • Native or fluent-level Spanish and English (written and spoken) • Familiarity with ticketing or event technology platforms. • Knowledge of web technologies (HTML, JavaScript, CSS). • Experience using tools such as Linear, Jira, Zendesk, or similar. • Previous on-boarding or product training experience.

🏖️ Benefits

• Competitive salary and role progression opportunities. • 24 days holiday + bank holidays (increasing with tenure). • Flexible working arrangements. • Learning and development opportunities.