QA & Support Analyst

OVERVIEW

We are seeking a detail-oriented and analytical QA & Support Analyst to join our software team. This hybrid role focuses on validating new features through testing and investigating real-world issues reported by users, working with stakeholders to understand, reproduce, and diagnose issues. You will play a key role in identifying gaps, evaluating feature readiness, and ensuring product quality, while collaborating closely with developers and the product managers to translate user-reported issues into clear, actionable insights. The ideal candidate is methodical, discerning, and takes ownership of being the person who can confidently say 'yes, this is ready’ — or 'no, it's not.'

This is a full-time, on-site position working closely with developers, product managers, and end users.

THE DAY TO DAY

Quality Assurance

• Create and organize test cases using a test management tool such as Xray
• Execute manual test cases for assigned features prior to merge into the development branch 
• Identify, investigate, and clearly document defects (including steps to reproduce, expected vs. actual behavior) 
• Evaluate feature readiness and highlight risks or gaps in coverage 
• Participate in release and regression testing to ensure overall system stability 
• Ask clarifying questions and challenge assumptions to ensure requirements are fully understood 
• Work closely with developers and product managers to communicate findings and improve quality 
• Contribute to improving QA processes, checklists, and test coverage over time 
• Use automated testing tools and frameworks (e.g., Cypress)

Support

• Review and triage incoming support issues 
• Reproduce reported bugs and identify root causes 
• Translate user-reported issues into clear, actionable items for the development team
• See issues through from identification to confirmed resolution
• Communicate findings clearly with internal stakeholders 
• Identify patterns in recurring issues and how they are reported, surfacing insights to improve both the product and the feedback process

WHAT WE ARE LOOKING FOR

• 2–5 years of experience in QA, software testing, technical support, or a related role

• Post-secondary education in Computer Science, Information Technology, or a related field (or equivalent practical experience)

• Strong attention to detail with the ability to identify inconsistencies, edge cases, and gaps in functionality

• Analytical mindset with the ability to evaluate quality, work through ambiguity, and diagnose root causes

• Strong written and verbal communication skills, with the ability to clearly document findings

• Ability to follow through and ensure issues are fully resolved, including re-testing and validation

• Collaborative, with the confidence to ask questions and challenge assumptions when needed

• Experience with defect tracking or ticketing systems (e.g., Jira or similar)

• Experience with Cypress or other automated testing tools is considered an asset

Salary Range:$50,000.00 To $70,000.00 Annually