Production Support & QA Specialist

Location / Remote: Remote (must live within the continental U.S.)

Employment Type: Indefinite W-2 or 1099/IC contract (will extend annually)

Compensation: up to $60/hour W-2 or $67/hour 1099 (commensurate with experience)

Benefits: Medical, dental, vision, LTD/STD, HSA/FSA, term life, and optional supplemental insurance coverage available for W-2 employees (including family coverage if needed)

Job Summary:

We are seeking a Production Support & QA Specialist to serve as a critical quality and reliability gatekeeper for customer-facing platforms. This role blends hands-on QA/UAT leadership, production support ownership, and process documentation, with a strong emphasis on preventing issues before release and rapidly resolving them when they occur. Success in this position is measured by system quality, production stability, and user satisfaction.

Responsibilities:

• Lead QA and UAT efforts prior to production releases, validating functionality, usability, and real-world workflows.
• Test applications from an end-user perspective, identifying edge cases, regressions, and usability gaps.
• Create and maintain test cases, test plans, and defect documentation to support development and release decisions.
• Serve as the primary point of contact for production support cases, owning investigation and resolution through closure.
• Troubleshoot application issues, coordinate with developers, and communicate clear status updates to stakeholders.
• Improve production issue close rates through process improvements, documentation, automation, or user self-service tools.
• Support scheduled releases, including occasional evening smoke testing.
• Develop and maintain technical documentation, including testing procedures, support workflows, and new feature or POC documentation.
• Participate in refining QA, support, and change processes in a low-maturity environment.

Required Skills & Experience:

• 5+ years of experience in production support, QA/UAT, application support, or IT operations.
• Hands-on experience performing manual QA and UAT (functional, regression, and user-focused testing).
• Strong understanding of how users interact with applications, including real-world workflows and edge cases.
• Experience supporting applications backed by Salesforce, including Salesforce Cases or Salesforce Admin functionality.
• Strong troubleshooting and critical-thinking skills.
• Excellent written and verbal communication skills, with the ability to translate technical issues for non-technical users.
• Demonstrated ability to work independently, prioritize issues, and own outcomes.
• Experience writing clear, structured documentation for test cases, bugs, and support processes.

Preferred Qualifications:

• Experience building or improving QA/testing processes where little formal structure existed.
• Familiarity with Azure DevOps (requirements, bugs, test cases, CI/CD).
• Exposure to ticketing or service management tools.
• Understanding of ITIL concepts (incident, problem, and change management).
• Light experience with automation or scripting to improve support or testing workflows.
• Background supporting SaaS or customer-facing platforms.