Description
We are seeking a highly motivated Quality Assurance & Customer Support Engineer to join our team in a hybrid role focusing on product quality, test automation, and technical customer support. In this position, you will play a key role in ensuring the reliability and usability of our Mist Cloud platform.
You will help drive product quality, contribute to engineering decisions, and serve as a bridge between customers and development teams. The role involves hands-on test execution and real-world troubleshooting of issues, while leveraging automation and AI-assisted tools to expand test coverage, accelerate root cause analysis, and improve overall engineering efficiency.
In a typical day as a Quality Assurance & Customer Support Engineer, you would:
- Validate Web UI and REST API functionality across staging and production environments for product quality and customer readiness.
- Investigate, reproduce, and debug customer-reported issues, providing clear updates while working toward timely resolution and customer satisfaction.
- Log, track, and manage defects and enhancements with clear documentation and prioritization, driving resolution with engineering teams.
- Build and maintain test environments and testbeds to support reliable testing, issue reproduction, and validation.
- Maintain and update test plans for regression coverage and release readiness.
- Develop and expand automated test coverage using Python and modern frameworks, leveraging AI-assisted tools to improve coverage, efficiency, and troubleshooting.
- Write and maintain clear technical documentation for QA and Support teams.
- Manage multiple priorities independently in a fast-paced environment.
What you need to bring:
- 4-6 years of combined experience in Quality Assurance, software testing, Customer Support, or related engineering roles.
- Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.
- Strong written and verbal communication skills.
- Analytical mindset with attention to detail and proactive problem-solving.
- Solid understanding of programming concepts, software development, and testing best practices.
- Proficiency in Python programming language.
- Ability to work in a fast-paced, cross-functional environment and manage priorities.
Preferred Qualifications:
- Experience testing and troubleshooting Web applications and REST APIs.
- Experience with Selenium and pytest.
- Experience using AI-assisted tools to support debugging, test creation, or workflow efficiency.
- Strong initiative and creative problem-solving skills.
- Experience writing and maintaining regression test cases.
- Familiarity with Django REST Framework or similar APIs.
- Exposure to L2/L3 networking concepts.
Other Information:
- Must be able to join team meetings three times a week during early or late hours to support international teams and customers.
- U.S. citizenship required: This role will be responsible for services in a FedRAMP High compliant environment that requires proof of U.S. citizenship.