We’re a growing team, and as we scale, so does our need to focus on expanding our Customer Operations team. You’ll be joining a people-focused company, and as a Senior Quality Engineer and will be the functional lead between the product release and the customer's business. You own the test scope for each customer upgrade, resolve gaps between the new release and how the customer works today, and lead customer walkthroughs of what changed. You collaborate with Professional Services, Support and Product team.
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THE CHANCE
• Own the scope of test cases for customer upgrade and update projects, based on the release's delta features and the customer's configuration and customizations.
• Identify and resolve business gaps introduced by a release. Document each gap, agree on a fix or workaround with Product and Engineering, and track it to closure.
• Lead walkthroughs and demos of delta features for customer teams, and answer functional questions during UAT.
• Produce delta-feature decks and recordings, and keep them in the customer's shared site.
• Triage issues raised in testing,
such as failed jobs, calculation mismatches and access problems. Write clear tickets with steps to reproduce, and follow them to resolution.
• Judge go-live readiness: test coverage, sign-off criteria and cutover steps. Flag timeline risks early to the customer and to leadership.
• Present status and risks in the weekly customer touchpoints, and act as the escalation point for functional issues.
• Mentor analysts and run structured knowledge transfers when team members change.
THE SKILL SET
• 5 to 8 years as a business or functional analyst on enterprise software, ideally SaaS, pricing, or rebate and contract management.
• Proven record of leading UAT and customer upgrades from test planning through go-live.
• Deep understanding of finance workflows such as invoicing, rebates, chargebacks and payments.
• Comfortable with Jira and ticket-based support processes.