Technical Support & Quality Assurance Specialist - (U.S. Based - Remote)

Lyrasis • Milton, GA

15d • $0 - $83,500 • Remote

About The Position

The Lyrasis Ebooks and Community Engagement Division is seeking a detail-oriented and customer-focused Technical Support and QA Specialist to support the quality, reliability, and usability of our ebook mobile and web application suite of software. This role sits at the intersection of product quality and user experience-testing new features before release and assisting users when issues arise in production. The ideal candidate enjoys breaking things (methodically), documenting what went wrong, and helping users get back to reading as smoothly as possible. The Technical Support and QA Specialist plays a critical role in ensuring that readers and listeners have a smooth, reliable experience-from first download to the last page. This role directly impacts product quality, user satisfaction, and trust in the platform all of which are the foundations for the continued growth and success of the EBCE division at Lyrasis.

Requirements

• 1-3+ years of experience in QA testing, technical support, or a hybrid role
• Strong attention to detail and ability to follow complex workflows
• Excellent written communication skills
• Comfort using issue tracking and ticketing systems (e.g., Jira, Zendesk, Freshdesk, Helpspot, or similar)
• Ability to explain technical issues in clear, user-friendly language
• Basic understanding of mobile app concepts such as releases, environments, builds, and APIs
• Experience working for or with libraries, education, or publishing technology
• Applicants must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

• Hands-on experience testing mobile applications (iOS and/or Android)
• Experience with ebook, audiobook, or digital content platforms
• Familiarity with DRM, digital licensing, or content access models
• Experience testing accessibility features (e.g., font scaling, screen readers)
• Knowledge of QA best practices and test case management tools
• Basic understanding of the software development lifecycle and Agile Framework
• Exposure to log analysis, API testing tools, or SQL (not required)
• Highly organized and process-oriented
• Curious and persistent when troubleshooting issues
• Empathetic and user-centric mindset
• Comfortable juggling testing deadlines and support priorities
• Collaborative and communicative across technical and non-technical teams
• Able to operate autonomously while meeting objectives

Responsibilities

• Execute manual test cases for iOS and Android mobile applications, with a focus on ebooks, audiobooks, reading/listening features, and user workflows
• Test new features, bug fixes, and releases across multiple devices, OS versions, and app configurations
• Identify, document, and track defects with clear reproduction steps, screenshots, logs, and expected vs. actual results
• Validate fixes and perform regression testing prior to releases
• Collaborate closely with product managers, designers, and developers to clarify requirements and expected behavior
• Contribute to test plans, test cases, and QA documentation
• Help improve QA processes and release readiness over time
• Respond to user-reported issues via support tickets, email, and helpdesk tools
• Troubleshoot common issues such as login problems, downloads, syncing, DRM/access errors, and playback or reading issues
• Reproduce reported bugs and escalate confirmed defects to the development team
• Communicate clearly with users, providing timely updates and practical solutions
• Maintain internal knowledge base articles, FAQs, and troubleshooting guides
• Identify recurring issues and proactively flag trends or product improvements
• Be available for on-call during Lyrasis office closures and holidays, providing oversight and coverage for incoming technical support requests
• Provide backup support for the operations teams during times of heavy onboarding, assisting with configurations and implementations on behalf of partner libraries

Benefits

• Lyrasis does not sponsor employment-based work visas for this position (including H-1B, TN, or O-1 visas).
• Criminal background checks are conducted on candidates who receive a conditional offer of employment.

What This Job Offers

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