QA Video Reviewer
Userlytics
Job Level
JuniorMid-Level
About the role
- Reduce Level 1 support load for Solutions Engineering by handling first-line technical requests
- Act as key technical point of contact for merchants and partners, ensuring fast, reliable support
- Handle Level 1 technical support tickets across APIs, web front-end & back-end, databases, and logs
- Diagnose and troubleshoot technical issues across APIs, web platforms, databases, and logs
- Escalate complex issues effectively to the appropriate engineering or product squads
- Maintain, update, and improve internal and external documentation and processes
- Contribute insights and feedback to help optimize products and workflows
- Collaborate with Sales, Product, Engineering, Merchant/Consumer Care to ensure seamless support
- Improve reporting frameworks to monitor Engineering support activities
- Drive continuous improvement initiatives to optimize support management, processes and tooling
Requirements
- Experience in 2–4 years in roles such as Support Engineer, Junior Software engineer, QA/Integration Engineer, or similar in SaaS/Fintech environments
- Hands-on knowledge of APIs and web development (front & back-end)
- Basic understanding of databases and log analysis
- Experience with documentation is a plus
- Strong collaboration and proactive problem-solving mindset
- Ability to communicate technical concepts clearly to diverse audiences
- Customer-first attitude, with a passion for building trust and delivering results
- Fluency in both French and English
- Nice to have: Experience in SaaS or fintech environments
