Element451

QA Engineer

• Own quality engineering at Element451
• Set quality strategy across the full SDLC
• Lead, manage, and grow the quality engineering team
• Build and curate the quality system
• Make quality measurable and legible
• Champion agentic AI across practice
• Stay hands-on in testing and design
• Partner across Engineering and Product

Quality Engineering Lead

Team Lead

• Lead one of the delivery teams and own what it ships
• Manage a team of up to eight engineers
• Engage in technical challenges and review PRs
• Coach and grow the engineering team
• Drive AI adoption throughout the development lifecycle

Team Lead, Delivery Management

Customer Support

• Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat.
• Work within SLA, severity, escalation, and customer-impact guidelines.
• Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding.
• Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering.
• Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.
• Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.
• Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details.
• Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.

Product Support Specialist

Product Manager

• Own the data platform and integrations ecosystem
• Define roadmaps and unblock engineering teams
• Collaborate with key stakeholders to improve product features
• Ensure reliable data movement across systems

Quality Engineering Lead

Team Lead, Delivery Management

Product Support Specialist

Product Manager, Data and Integrations