Senior Software Quality Assurance Specialist

7 days ago


South Jordan, Utah, United States Cricut Full time
Job Description

Customer Champion Wanted

Cricut is seeking a highly skilled Senior Software Quality Assurance Specialist to join our team in South Jordan, Utah. As a member of our customer support team, you will be the voice of the customer, working directly with customers to understand their challenges and identify software bugs.

In this role, you will:

  • Become a customer champion: Interact directly with users via chat, email, and phone to understand their challenges and identify software bugs.
  • Turn feedback into action: Analyze customer defect reports, calls and social media conversations to create clear and actionable bug reports for developers.
  • Track customer sentiment on social media: Monitor platforms like Facebook and Reddit to identify and address customer concerns about our software.
  • Customer Empathy and Support: Ability to build rapport with customers, actively listen to their concerns, and provide empathetic and kind support throughout the troubleshooting process.
  • Collaborate for success: Work closely with product, development, and support teams to prioritize and fix issues efficiently.
  • Proactive problem-solving: Anticipate areas for improvement based on customer feedback and field observations.
  • Communication is key: Keep stakeholders informed on the status of identified issues and bug fixes.
  • Always improving: Continuously refine how we collect, analyze, and respond to customer feedback to ensure top-notch product quality and happy users.

Requirements

  • Minimum of 12 years of post-graduate experience in software quality assurance, with a focus on reliability and field quality.
  • Proven experience in directly communicating with customers to gather detailed information about field issues and understand their pain points.
  • Strong ability to analyze field defect reports and customer feedback, extracting relevant details and insights to formulate clear and actionable bug reports for the development team.
  • Experience in monitoring social media platforms (e.g., Facebook, Reddit) to identify customer posts and comments related to software products.
  • Experience engaging with customers to investigate reported issues and determine root causes.
  • In-depth knowledge of troubleshooting Windows, macOS, iOS, and Android OS issues.
  • Proficiency in troubleshooting Antivirus software, Firewalls, and other system security tools.
  • Excellent analytical and problem-solving skills, with a keen attention to detail.
  • Strong understanding of software development lifecycle methodologies (SDLC) such as Agile and Scrum.
  • Experience with test automation tools and frameworks (e.g., Selenium, JUnit, TestNG) is a plus.

What to Do Next

Please attach your resume, cover letter, and include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. We are an equal opportunity employer, and we celebrate diversity and inclusion. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in E-Verify.



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