Technical Support QA Analyst

Title Resources Guaranty

2d • Hybrid

About The Position

At Title Resources Group, we believe our performance is Powered by Our People. As a Technical Support QA Analyst, you’ll play a meaningful role in driving results, strengthening collaboration, and delivering the operational excellence our partners depend on. We’re looking for someone who takes ownership, values accountability, and thrives in a high-performance, people-centered environment.

Requirements

• Proven experience in a help desk, IT support, or technical support role.
• Familiarity with software testing methodologies and the software development lifecycle.
• Strong technical aptitude and troubleshooting skills across various operating systems and enterprise applications, with the ability to quickly learn new business processes, tools, and technologies.
• Excellent written and verbal communication skills, with the ability to translate technical concepts to non-technical users and effectively document issues.
• Exceptional attention to detail and strong analytical skills to spot inconsistencies or errors.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.

Nice To Haves

• Experience with ticketing and bug tracking systems (e.g., Jira Service Management, Azure DevOps) is highly preferred.

Responsibilities

• Serve as a primary point of contact for technical support.
• Diagnose, troubleshoot, and resolve complex technical issues, escalating unresolved problems to appropriate support or software engineering teams with detailed diagnostic information.
• Perform basic account management tasks, such as creating user accounts, resetting passwords, and managing permissions.
• Accurately document all incidents and service requests in the ticketing system (e.g., Jira Service Management) and track them through to resolution.
• Execute manual and automated test cases to identify bugs before deployment.
• Perform regression, smoke, and exploratory testing.
• Collaborate with QA and development teams to understand new features and user requirements.
• Develop and maintain detailed test plans and manual test cases for new software features and bug fixes.
• Document and report software defects (bugs) in the bug tracking system with clear, concise, and detailed reproduction steps.
• Partner with support and development teams through stand-ups and sprint processes to drive consistent, high-quality outcomes.
• Perform root cause analysis on recurring customer issues to identify systemic problems and propose improvements to prevent future defects.
• Create and update knowledge base articles, user guides, and runbooks for both internal teams and end-users.
• Analyze support trends and quality metrics to provide feedback and recommendations for process, product, and training improvements.

Benefits

• Access tools, resources, and training designed to help great talent become even stronger.
• Take on new opportunities to expand your skills and grow.
• Enjoy remote and hybrid options (role-dependent) to support work-life balance.

What This Job Offers

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