Remote Quality Assurance and Customer Support Engineer

Are you a great QA Engineer with proficiency in English?

Do you know your way around eCommerce? Do you love helping build software that solves actual problems for real people? Does working with a fun globalized team sound awesome to you?

We are looking for a Quality Assurance Engineer who will be also helping with Customer Support to join our fully remote, international team at Saucal. Apply now if you aspire to help thriving eCommerce businesses get premium software to tackle their biggest problems and bring premium quality assistance to their customers.

Who we are

Saucal is a web development partner for eCommerce businesses. We build, enhance, and maintain online stores and extensions powered by the most popular eCommerce platform: WooCommerce for WordPress. We are certified WooCommerce experts and WordPress VIP Partners. Our team is made up of some of the best online store builders in the world, all of them process-driven, creative problem solvers. How good are we? WooCommerce uses us to help them with their products.

Our clients are digitally savvy brands that either don't have the necessary in-house talent they need or whose awesome team is already stretched to its capacity (sometimes beyond). We integrate seamlessly with any team to give our customers the best experience and help them thrive. We bring the process to random, order to chaos, and calm to overwhelm.

What You'll Do

• Own assistance-related conversations with end-users across a variety of support channels.
• Provide direct guidance and support to the end-users of our products.
• Work on big projects with complex scopes that require attention to detail and
  a systematic approach.
• Troubleshoot issues reported by end-users, and follow up with them until they are resolved.
• Elaborate, plan, document and implement suitable testing approaches for complex extensions that add highly specialized functionality to WordPress or WooCommerce, or integrate other platforms with them.
• Identify, document, report and track the issues found in tested software.
• Collaborate with Product Engineers to fix identified issues.
• Build and maintain end-user documentation.
• Help the customer formalize the criteria to evaluate the work we will deliver.
• Elaborate, plan, document and implement suitable testing approaches for
  tailored WordPress-based sites and WooCommerce-based stores.
• Help improve processes related to your work and assist in the building of tools
  to optimize and automate them.
• Update internal documentation with information about technical issues and
  useful discussions with customers.

What You'll Need to Succeed

• Experience with different testing approaches.
• Proficiency in WordPress and WooCommerce.
• Understanding PHP, MySQL, JS, HTML, and CSS, is enough to discuss
  identified issues with developers.
• Experience with version control in Git.
• Knowledge of testing automation and continuous integration tools is not
  exclusive, but definitely a plus.
• Knowledge of testing automation, continuous integration tools, or the
  practical use of automation and AI to improve workflows is not exclusive, but
  definitely a plus.
• Must give and take feedback well, always with an eye to helping our clients
  and bettering yourself and our team.
• Ability to work autonomously and to keep a consistent schedule.
• Excellent time management skills.
• Excellent communication skills.
• Excellent written and spoken English (required).
• Mandarin proficiency is a strong asset and highly preferred.

Location

•  100% remote.
• You must be based in a time zone aligned with mainland China (UTC+8).
• Our core working hours are aligned with EST/EDT, with team members
  distributed across the Americas and Western Europe. You are expected to work about 5–7 net hours per day, aligned to your time zone, while maintaining a minimum of 2 hours of overlap with Western European working hours for collaboration.
  What we offer
• We offer a competitive salary based on your experience.
• Paid vacations.
• Parental leave.
• Team retreats.

Additional information

• Saucal uses a time tracking software called Hubstaff.
• A computer with a webcam, a microphone, and a reliable internet connection
  are required. All applicants must bring their own device.
• Selected applicants will be asked to do a test task.
• Based on the test task evaluation, the successful applicant will be hired on a
  3-months trial basis.
• You can learn more about us at saucal.com.