Systems and Test Analyst

Overwatch Imaging-posted 3 months ago

Full-time • Mid Level

Hybrid • Hood River, OR

11-50 employees

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We are seeking a Systems and Test Analyst to join our team in Hood River, OR. In this hybrid position, you will be the frontline of our help desk and an essential part of our quality assurance process. Your primary mission is to ensure our customers and internal users receive timely, effective support while also helping to maintain the high quality of our software and sensor products. This role is critical in connecting our users’ needs with our engineering team’s efforts to improve the product. You will manage the flow of support tickets, triage and troubleshoot issues, and coordinate their resolution. Additionally, you will assist our QA efforts during development sprints – writing test plans, executing tests on new features and sensor integrations, and reproducing issues to help engineers squash bugs. If you are process-oriented, love helping customers, and get excited about hands-on testing (even if that means the occasional test flight!), then you’ll fit right in with our team. This position is full-time, on-site in Hood River with approximately 10–25% travel to field test locations.

Customer Issue Triage & Resolution
Analyze customer-reported problems – for example, reviewing log files, error messages, or steps to replicate an issue.
Whenever possible, attempt to reproduce customer issues in-house (using test equipment or software simulations) to confirm bugs or configuration problems.
Resolve straightforward issues yourself (e.g. user setup, known bugs/workarounds) and escalate more complex problems to developers or engineers with all relevant diagnostic information.
Technical triaging of issues includes activities such as basic log analysis and environment debugging to increase the percentage of issues resolved at the help desk level.
Quality Assurance Testing
Work closely with the QA and development teams as a bridge between customer experiences and product quality.
During each sprint, contribute to QA by writing test cases or step-by-step test plans for new features and bug fixes.
Execute manual tests on our software applications and embedded sensor systems to verify new functionality and to ensure existing features haven’t regressed.
Participate in flight testing and integration tests for our airborne sensor products – this could involve helping set up equipment, running through test checklists during a flight, and documenting results.
Log any defects you discover in our bug tracking system, with detailed reproduction steps and diagnostic information.
Documentation & Process Improvement
Document frequent support solutions and contribute to an internal knowledge base or FAQ for common issues.
Provide feedback to the product team about recurring customer pain points or confusion to help drive usability improvements.
Assist in creating or updating user documentation and release notes, especially when new features or fixes are delivered.
Follow and improve our support workflows – in a startup, we’ll look to you to help refine the help desk processes (SLA policies, ticket triage rules, etc.) to scale as we grow.
Similarly, contribute ideas to improve QA processes, such as new test scenarios or better automation for repetitive tests.
Cross-Functional Collaboration
As a member of a small company, be ready to wear many hats. You’ll interface daily with software developers, product managers, and program managers.
For tricky support cases, you might coordinate a live debugging session between the customer and our engineers.
For upcoming product releases, you might join planning meetings to represent the “voice of the customer,” ensuring testing covers real-world use cases.
Collaborate with engineers during root cause analysis of issues, and with product team members to understand new features (so you can support and test them effectively).
This role requires a proactive communicator who can keep both our customers and our internal team informed and aligned.

We’re looking for a self-motivated individual who is excited to support customers and improve product quality in equal measure.
Successful candidates will likely have 2–5 years experience in roles such as IT Help Desk, Technical Support, or QA testing (or a mix of these).
While prior direct experience in both domains is ideal, it’s not strictly required – but you should be comfortable learning new technical skills on the job.
Technical Aptitude & Troubleshooting Skills: You are tech-savvy and quickly learn new software/hardware systems. Experience with help desk ticketing systems (e.g., Jira Service Management) and basic IT troubleshooting is expected. You don’t shy away from digging into log files, configuration settings, or hardware aspects to diagnose a problem. Any exposure to software testing methodologies or tools is a plus.
Attention to Detail: In both support and QA, details matter. You document issues thoroughly, noting exact error messages and steps, so that others can replicate your findings. In testing, you methodically follow test procedures and accurately record results. Your thoroughness helps prevent issues from slipping through the cracks.
Communication & Customer Empathy: You have excellent written and verbal communication skills. You can translate technical jargon into clear, concise explanations for customers. Equally, you can communicate user issues to engineers effectively, bridging the gap between customer experience and technical detail. Patience and a positive demeanor in dealing with users (who may be stressed by an issue) are second nature to you.
Organizational Skills: You can juggle multiple tickets and tasks without missing beats. Prioritization and time management are strengths – for instance, you know how to balance quick responses to minor questions with the deep investigation that a complex issue might require. The ability to track and drive issues to resolution is key.
Team Player in a Startup Environment: You thrive in a collaborative, fast-paced startup setting where everyone wears multiple hats. You’re proactive, not afraid to take ownership of problems, and willing to adapt as processes evolve. When a test flight or customer demo is on the line, you’re the type to ask “How can I help?” even if it’s outside your formal job scope.
Domain Interest: An interest in aviation, aerospace, or unmanned aircraft systems is a big plus. If you’re not already an aviation enthusiast, you’re eager to learn – because part of this job might involve going out to the airfield and working with, plus flying in, actual aircraft. You’re excited by the idea that your work on the help desk and in QA directly contributes to the reliability of cutting-edge airborne systems used in defense, emergency response, and other critical fields.

Education: A bachelor’s degree or associate degree especially with some exposure to GIS is a nice-to-have, but not required.
What’s more important is practical experience and a passion for continuous learning.
Industry certifications (e.g., CompTIA A+ for support, ISTQB for QA) or any background in electronics, computer science, or aviation will be considered a bonus.

Growth Opportunities: As a team member of a true startup, you will learn by doing and shape our future. The opportunities are limitless for those who want to grow their career.
Impact Opportunity: We work on missions that matter to keep people safe and make the world better, and we do it at the speed of a startup.
Team Collaboration: Work in a fast-paced, collaborative environment with amazing teammates. The Overwatch Imaging leadership team believes in an open-door policy, meaning everyone has a voice and access to guidance, advice, feedback, and the ability to pitch crazy new ideas.
Late Start Wednesday: A weekly block to have focus time away from meetings and calls. An opportunity to work from home, flex your schedule or self-directed time to focus on training and development.
Time Off: Generous unlimited PTO policy to empower employees to make decisions about work life balance based on work and home needs.
Holidays: Overwatch Imaging recognizes 10 company holidays.
Ownership: Equity: Stock Options in our growing company.
Health Benefits: Medical and Dental premiums are 100% covered for employees and their families, plus a pre-tax health savings account.
401K Retirement Savings: Matching contributions up to 4% of pay.

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