Workana

Technical Partner Support – QA Specialist

Workana

full-time

Posted on:

Location Type: Remote

Location: Mexico

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About the role

  • Provide first-line partner support to USA and LATAM partners.
  • Respond to partner queries professionally via ticketing systems, email, and calls.
  • Help partners understand system features, workflows, and best practices.
  • Troubleshoot reported issues and reproduce bugs in a structured manner.
  • Gather evidence, document findings clearly, and escalate technical issues to developers when required.
  • Ensure all interactions are accurately logged in internal systems.
  • Maintain high service standards aligned with internal SLAs.
  • Support the Partner Success team with on-boarding new partners.
  • Deliver system walkthroughs and training sessions where required.
  • Assist partners in understanding configuration options and operational workflows.
  • Help accelerate customer adoption and reduce time-to-value.
  • Proactively identify opportunities for partners to optimize workflows and improve system utilization.
  • Contribute to documentation and knowledge base improvements.
  • Assist the QA team with manual testing of web and mobile applications.
  • Execute structured test cases and validate bug fixes.
  • Reproduce and clearly document customer-reported issues.
  • Identify usability gaps and opportunities for product improvement.
  • Contribute to maintaining high product quality standards.

Requirements

  • 2+ years experience in SaaS product support, technical support, or a similar role.
  • Experience in manual software testing.
  • Strong troubleshooting and analytical thinking skills.
  • Ability to reproduce issues and document bugs clearly and accurately.
  • Strong written and verbal communication skills, with the ability to liaise effectively with diverse stakeholders.
  • Excellent organisational skills and attention to detail.
  • Experience collaborating with cross-functional teams (Product, QA, Engineering).
  • High proficiency in Google Workspace, Microsoft Office Suite, and project management tools.
  • Comfortable working independently during afternoon/evening hours.
  • **Nice to Have**
  • Native or fluent-level Spanish and English (written and spoken)
  • Familiarity with ticketing or event technology platforms.
  • Knowledge of web technologies (HTML, JavaScript, CSS).
  • Experience using tools such as Linear, Jira, Zendesk, or similar.
  • Previous on-boarding or product training experience.
Benefits
  • Competitive salary and role progression opportunities.
  • 24 days holiday + bank holidays (increasing with tenure).
  • Flexible working arrangements.
  • Learning and development opportunities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS product supportmanual software testingtroubleshootinganalytical thinkingdocumentation of bugsweb technologiesHTMLJavaScriptCSS
Soft Skills
written communicationverbal communicationorganizational skillsattention to detailcollaborationindependencestakeholder liaison