Client: Our client boasts a 40-year legacy, specializing in personalized retirement services and strategic tax planning. They empower investors with unique opportunities in non-traditional assets like real estate, private equity, precious metals, etc.
- Project overview: For over 40 years, the company has empowered investors to take charge of their retirement by providing access to tax-advantaged, self-directed accounts.
- The services allow investors to invest in alternative investments that are typically unavailable through traditional banks and brokerage firms and make it possible for them to create a personalized retirement strategy.
Position overview: We are seeking a Production Support Specialist + Manual QA who will play a dual role in supporting our clients and ensuring the quality of our products. As a Support Specialist, you will provide exceptional customer service, troubleshoot issues, and deliver resolutions promptly. As a Manual QA, you will test our products to ensure they meet the highest quality standards before release.
Technology stack: Jira / Confluence, Basic SQL
- Responsibilities: Support Specialist:
- Incident Management: Monitor, troubleshoot, and resolve production issues within defined SLAs, providing timely and clear status updates to stakeholders
- Documentation: Maintain comprehensive and accurate documentation for troubleshooting guides, standard issue resolution procedures, and client-facing reports
- Process Improvement: Analyze recurring issues and propose actionable improvements, collaborating with development teams to implement fixes or automation
- Communication: Regularly update clients or internal teams on issue status and resolution timelines in a clear,



professional manner, using pre-defined communication templates
- Adherence to Procedures: Follow defined processes and protocols for handling incidents, escalating complex issues as needed.
- Manual QA:
- Test Execution: Perform manual testing of features, including functional, regression, and exploratory testing, based on defined test cases and ad-hoc scenarios
- Defect Reporting: Accurately document defects, steps to reproduce, and testing outcomes in tracking tools
- Validation: Test and verify fixes for defects before production deployment
- Requirements: Technical Knowledge: Familiarity with troubleshooting production systems, logging tools, and ticketing systems. Familiarity withsoftware testing principles, methodologies, and tools. Experience with SQL or basic scripting is a plus
- Communication: Clear and concise communicator in English, comfortable liaising with both technical and non-technical stakeholders
- Quality Focus: Demonstrated ability to execute detailed test cases, identify edge cases, and report defects clearly
- Problem Solving: Ability to approach issues methodically, diagnose problems efficiently, and recommend practical solutions
- Documentation Skills: Strong written communication skills to create and update support and testing documentation
- Flexibility: Comfortable balancing support responsibilities with QA tasks, adjusting priorities as needed
- Teamwork: Collaborative attitude, eager to contribute to continuous improvement efforts across support and QA processes
- Working schedule: Ability to work on a US business hours (Pacific time zone, PT)
- Nice to have: Java, Spring Boot
- AWS CloudWatch
- Python

📌 Production Support Specialist + Manual QA (Monterrey)
🏢 DataArt
📍 Monterrey