**Description**:
This position is idóneo for someone with strong QA fundamentals, experience in both manual and automation testing, and a passion for improving customer and support team experiences.
**The Role**
- Investigate incidents reported by customers, internal teams or monitoring systems to identify root causes and perform in-depth analysis using logs, error messages, and monitoring tools.
- Collaborate with development, product, and support teams to reproduce issues, validate fixes, and ensure smooth incident resolution
- Identify recurring issue patterns and proactively recommend preventative solutions to reduce future incidents.
- Document incident details, root cause analysis, and resolutions clearly and thoroughly, and contribute to post-incident reviews for continuous improvement.
- Build and maintain automation scripts using frameworks such as Selenium with C# (or equivalent), and ensure ongoing maintenance and optimization of test suites.
- Perform data testing to verify accuracy, consistency, and reliability across systems and validate integrations through API testing using tools like Postman.
- Participate in Agile ceremonies such as sprint planning, stand-ups, and retrospectives, contributing to test planning, estimation, and progress reporting.
- Demonstrate agility, critical thinking, and a continuous improvement mindset by challenging existing QA processes and identifying areas for enhancement.
- Contribute to improving incident management processes, ensuring faster resolution times and better communication during high-priority incidents.
- Stay informed about industry best practices for incident investigation and quality assurance to continuously improve incident response procedures.
**Qualifications**:
**The Requirements**
**Essential**
- A minimum of 3+ years of experience in software testing or QA,



with a focus on incident investigation and troubleshooting.
- Familiarity with using monitoring tools, log aggregation systems, and incident tracking tools (e.g., Azure DevOps, ServiceNow).
- Experience with maintaining Test plans, bugs clearly with detailed reproduction steps using bug-tracking tools (e.g., Azure).
- Experience working with development teams to replicate and fix issues.
- Strong communication skills to clearly document issues, resolutions, and collaborate effectively with cross-functional teams.
- Ability to work in a fast-paced, dynamic environment and prioritize tasks based on urgency.
- Ability to handle critical incidents and manage multiple priorities while maintaining a calm and methodical approach.
- Comfort with remote work, with the ability to collaborate across different time zones.
- Shift timings: Ensure good overlap with India/UK working hours
**Desirable**
- Knowledge of REST API testing,**scripting languages (e.g., Python, C#) for test automation and data manipulation.
- Knowledge in test automation frameworks such as Selenium, JUnit, TestNG, or equivalent.
- Familiarity with version control systems (e.g., Git) and CI/CD practices.
- ISTQB or equivalent certification.
**Additional Requirements**
- Strong interest in learning new technologies, tools, and processes to improve incident management and resolution.
**Working Conditions**
- The successful applicant will report to the Support QA Manager (UK-based).
- Hybrid working arrangement, with regular collaboration with the India-based team.
- Willingness to occasionally participate in out-of-hours support when critical incidents occur.
- This role may require occasional on-call support during incidents or emergencies.
If you're passionate about quality assurance and excited to work in an agile environment with cutting-edge technologies, we'd love to hear from you!
**Equal Opportunity Employer

📌 Support Software Test Engineer# (Ciudad de México)
🏢 WTW
📍 Ciudad de México