Product Quality Engineer

McAfee • Frisco, TX

7d • Hybrid

About The Position

McAfee is seeking a Product Quality Engineer to join the Customer Experience Validation & Product Quality team. This role is responsible for validating product quality and customer experiences before and after launch, ensuring customers can successfully install, activate, and use McAfee products across real-world environments. The Product Quality Engineer will serve as the voice of the customer throughout the product lifecycle by identifying defects, testing customer journeys, reproducing customer-reported issues, validating fixes, and providing actionable feedback to Product and Engineering teams. The role involves close collaboration with Customer Support, Product Management, Engineering, Voice of Customer, and Analytics teams to proactively eliminate customer friction, reduce support contacts, and improve customer satisfaction. This position aligns with the Customer Experience Validation & Product Quality function, focusing on real-world device validation, customer journey testing, OOBE/OEM experience validation, defect reproduction, and launch readiness. This is a Hybrid position based in Frisco, TX, requiring 2-3 days onsite per week in the CX Lab, with the remainder worked from a home office. Only candidates within commutable distance to Frisco are being considered, and relocation assistance is not offered.

Requirements

• At least 3 - 7 years of experience in Quality Assurance, Product Testing, Technical Support Engineering, Product Operations, or related technical roles
• Experience troubleshooting software issues across multiple platforms and environments
• Ability to document defects with clear reproduction steps and business impact
• Experience working cross-functionally with technical and non-technical stakeholders
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills
• Technically strong problem-solver who thinks like a customer
• Comfortable reproducing a complex product defect, validating a software release, analyzing support contacts for trends, and challenging teams to improve the customer experience
• Combines the curiosity of a tester, the mindset of a customer advocate, and the discipline of an engineer

Nice To Haves

• Experience in cybersecurity, SaaS, endpoint software, or consumer technology products preferred
• Experience with customer journey testing or usability testing a plus
• Familiarity with defect tracking systems such as Jira a plus
• Experience supporting software releases and launch activities preferred
• Knowledge of Voice of Customer programs, support operations, or customer experience methodologies is a plus
• Experience working in customer-facing support or escalation environments helpful

Responsibilities

• Execute pre-launch and post-launch product testing roadmap
• Validate product functionality across supported operating systems, browsers, devices, and customer environments
• Create and maintain test plans focused on real customer usage scenarios
• Perform regression testing for major releases and high-impact fixes
• Assess production readiness and identify customer-impacting risks prior to launch
• Participate in launch reviews and readiness assessments
• Provide oversight of testing programs while also actively participating in testing programs as a “Tester”
• Evaluate end-to-end customer journeys, including Installation, Activation, Trial conversion, Account creation, Subscription management, Device protection setup, VPN onboarding
• Identify usability issues, customer friction, confusing workflows, and abandonment points
• Validate that customer-facing experiences align with intended business outcomes
• Document customer experience gaps and recommend improvements
• Act as true “Voice of the Customer” while vetting product enhancements and maintenance to ensure they make sense and provide incremental product value
• Investigate customer-reported issues originating from support contacts, executive escalations, surveys, and Voice of Customer programs
• Reproduce defects in controlled test environments
• Gather evidence, logs, screenshots, and detailed reproduction steps
• Work directly with Engineering teams to accelerate root cause identification and resolution
• Validate fixes before and after production deployment
• Execute testing across Windows platforms, macOS platforms, Mobile devices, Browsers, OEM environments, Virtualized environments
• Maintain test devices and testing configurations
• Support the team's goal of achieving broad coverage of prioritized customer environments
• Quantify customer impact associated with defects and degraded experiences
• Partner with Customer Service Analytics and Voice of Customer teams to understand Contact drivers, Customer sentiment, Escalation trends, Product adoption challenges
• Help prioritize fixes based on customer and business impact
• Contribute to regular quality scorecards and executive reporting
• Partner closely with Product Management, Engineering, Customer Support CX Lab / Tier 3, Customer Support Operations, Voice of Customer teams, Customer Services Tools & Innovation
• Advocate for customer-centric improvements throughout the product lifecycle
• Participate in customer experience reviews and product quality discussions

Benefits

• Bonus Program
• 401k Retirement
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed