Lead Software QA Engineer - Reliability and Field Quality

Cricut - South Jordan, UT

Full-time - Senior

South Jordan, UT

Merchant Wholesalers, Durable Goods

About the position

The Lead Software QA Engineer - Reliability and Field Quality at Cricut is a pivotal role that emphasizes customer interaction and support. This position is not a typical QA role; it focuses on directly connecting with customers to understand their challenges with Cricut's hardware and software products. The engineer will analyze customer feedback, monitor social media for issues, and collaborate with various teams to ensure product quality and customer satisfaction. The role requires a blend of technical expertise and strong communication skills to effectively troubleshoot and resolve customer issues while contributing to the continuous improvement of products.

Responsibilities

• Interact directly with users via chat, email, and phone to understand their challenges and identify software bugs.
• Analyze customer defect reports, calls, and social media conversations to create clear and actionable bug reports for developers.
• Monitor platforms like Facebook and Reddit to identify and address customer concerns about our software.
• Build rapport with customers, actively listen to their concerns, and provide empathetic support throughout the troubleshooting process.
• Collaborate closely with product, development, and support teams to prioritize and fix issues efficiently.
• Anticipate areas for improvement based on customer feedback and field observations.
• Keep stakeholders informed on the status of identified issues and bug fixes.
• Continuously refine how we collect, analyze, and respond to customer feedback to ensure top-notch product quality.

Requirements

• Minimum of 12 years of post-graduate experience in software quality assurance, focusing 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 to formulate clear and actionable bug reports.
• Experience in monitoring social media platforms to identify customer posts 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 keen attention to detail.
• Strong understanding of software development lifecycle methodologies such as Agile and Scrum.

Nice-to-haves

• Experience with test automation tools and frameworks (e.g., Selenium, JUnit, TestNG).
• Experience with cloud-based technologies and distributed systems.

Benefits

• Limited relocation assistance for qualified applicants.
• Hybrid work schedule (3 days in office).