QA & Technical Support Analyst (QA & Product Support) (Remote)

Position Description: We are looking for a motivated and detail-oriented QA & Technical Support Analyst to join our global team. This role combines responsibilities in quality assurance, technical product support, and client onboarding, ensuring both product quality and excellent customer experience. You will contribute to testing Esprow’s products, support clients during onboarding and production usage, and help resolve complex technical issues in collaboration with development, product, and client-facing teams. This is a unique opportunity to develop a broad technical skill set in a fast-paced international environment. Depending on your interests and performance, you may grow further into QA Automation, Support Engineering Lead, Solution Architect, or related technical and product roles. We strongly support professional growth and internal mobility. Position Responsibilities - Act on client support requests (via email and, rarely, web meetings), follow up with the Project Manager and Development Team, and communicate with clients until issues are fully resolved. - Investigate technical support requests raised by users, typically related to messaging APIs, protocols, TCP connectivity, Java VM and Windows environment configurations, XML dictionary files, and other technical aspects of the application. - Manage onboarding of new clients by setting up product distribution areas and supporting clients via email during product deployment phases. - Participate in client demonstrations. - Support customer adoption of Esprow products by assisting clients with the migration and restructuring of their existing specifications, preparation of client-specific test scenarios in the software, and related adoption activities. - Provide customer feedback to internal departments and management. - Issue and manage product licenses for users. - Contribute to QA activities for Esprow products, including testing of new features and collaboration with Project Managers and Development teams to resolve issues prior to client release. - Create detailed, comprehensive, and well-structured test plans and test cases. If necessary, communicate with internal teams or clients to identify system requirements and expected system behaviour. - Analyse test results to ensure quality of the software and recommend preventive and corrective actions. - Stay up to date with testing tools and QA best practices to support continuous improvement of QA processes. Position Requirements - 3+ years of experience with manual and/or automated QA testing of desktop and web applications. - Customer support experience. - Upper-intermediate or higher level of English (written and verbal), including professional email communication. - Ability to clearly explain complex technical procedures in a structured and understandable manner. - Strong communication skills for working with technical teams and client-side technical stakeholders. - Experience in creating and maintaining test plans and executing tests prior to product releases. - Solid understanding of the Software Development Life Cycle (SDLC) and QA methodologies. - Familiarity with QA processes, including test case design and execution. - Basic understanding of web and desktop application architecture. - Exceptional attention to detail and professionalism in written and verbal communication. - Experience with leveraging the latest AI tools to increase productivity with automation, where feasible (e.g., Codex, ChatGPT, etc.). Bonus Skills (optional, but would be a plus) - Knowledge of the FIX protocol and experience with FIX testing tools. - Experience working with databases, Git. - Familiarity with messaging protocol concepts such as request/reply, subscriptions, dictionaries, message structure, transports (at least TCP), and so on. - Bachelor's degree in Computer Science, Information Technology, Engineering, or similar technical field. Ideal Personality - A thoughtful and reliable individual who takes ownership of their work and follows tasks through to completion. - Comfortable working independently and managing their responsibilities in a structured and self-driven way. - Naturally detail-oriented and committed to delivering high-quality work. - Open-minded and curious, eager to learn new tools, technologies, and improve existing processes. - Technically inclined, with a methodical mindset and a strong desire to understand how complex systems work. - Organized and able to manage multiple tasks, priorities, and timelines effectively. - A supportive team member who contributes steadily and consistently, and who can collaborate in a quiet, focused manner when needed. - Calm and adaptable when facing new challenges or changing priorities.