Technical QA and Support Specialist

The company is an innovative startup offering a powerful cloud-based solution for the media, entertainment, and production sectors. Our platform streamlines collaboration, approvals, and asset management, making production teams more efficient and cost-effective. We are scaling fast and looking for ambitious candidates to join our growing team.

We’re looking for a Technical QA & Support Specialist to play a central role in maintaining the quality and reliability of our platform while delivering outstanding first-line technical support to our users. This role sits at the intersection of product, engineering, and customer experience — ideal for someone who is technically savvy, detail-oriented, and excited to work hands-on with modern media technology.

You’ll work closely with our developers and product leads to test new features, identify and log bugs, monitor platform performance, and triage support requests from our growing client base. You’ll also play a key part in shaping our user feedback loop and improving our QA and support processes as we scale.

This is a unique opportunity to join a fast-moving startup and gain exposure to cutting-edge media workflows, cloud services, and collaborative production tools — with strong opportunities for growth into QA leadership, product operations, or customer success.

Key Responsibilities

Embedded QA Support for Dev Team



• Collaborate closely with developers to test new features and fixes.

• Action testing requests promptly and thoroughly.

• Provide clear, reproducible bug reports with logs, screenshots, and replication steps.

• Participate in sprint reviews and pre-release QA cycles.

Primary Support Triage (UK Office Hours)

• Serve as the first point of contact for all non-sales support queries during UK office hours.

• Respond via Intercom or email, resolving issues where possible and escalating when necessary.

• Maintain professional, empathetic communication with users.

Direct Support Execution & Escalation Pathways

• Resolve known or simple issues independently.

• Perform initial triage on technical or unfamiliar issues and escalate using dedicated routing paths (e.g. "dev-support").

• Maintain well-tagged, searchable support logs for team visibility.

Customer Feedback Design & Management

• Develop structured systems for collecting user feedback (e.g. surveys, in-app

prompts, interviews).

• Analyse and summarise insights to support product decisions and prioritisation.

• Collaborate with Product to close the feedback loop and influence the roadmap.

Usage Analytics & Behaviour Monitoring

• Use Sentry.io to monitor error trends, performance issues, and usage patterns.

• Identify and surface potential problems before they affect users.

• Pay attention to power-user behaviour and flag anomalies or pain points.

Proactive QA & Issue Logging

• Conduct regular exploratory testing across web, iOS, and tvOS platforms.

• Open and manage GitHub issues for bugs, regressions, and UI/UX inconsistencies.

• Maintain and regularly execute sanity checklists across supported devices.

Critical Infrastructure Oversight

• Monitor backend systems for performance, including GPU utilisation, peak demand, and stream concurrency.

• Proactively alert the dev/infra team to any potential capacity or stability issues.

• Help prevent service degradation through early detection of stress indicators.

Role Requirements

Technical & Tooling Familiarity

• Basic understanding of the software development lifecycle (SDLC).

• Confident using GitHub Projects for issue tracking and sprint planning.

• Able to write clear, structured, and reproducible bug reports using GitHub Issues or equivalent tools.

• Comfortable with Intercom.io and its integration into customer messaging and

workflow automations.

Support & Communication

• Strong written communication skills for both user support and internal issue descriptions.

• Empathetic, calm, and professional approach to handling user queries and technical problems.

• Familiar with tagging, categorising, and escalating support tickets efficiently.

QA Process Awareness

• Understanding of test planning, exploratory testing, and regression workflows.

• Able to spot platform-specific bugs (web, iOS, tvOS) and edge cases.

• Knows when to raise a high-priority issue, block a release, or request a hotfix based on user impact.

Analytical & Product Thinking

• Comfortable interpreting error data and usage patterns from tools like Sentry.io.

• Can turn vague user feedback into actionable insights or problem statements.

• Appreciates the trade-offs between fast product iteration and platform stability.

General Qualifications and Skills

• Experience: Prior experience in a QA, product support, or customer-facing technical role is beneficial, but not essential for the right candidate with a strong learning mindset.

• Education: Bachelor’s degree or equivalent professional experience.

• Communication: Excellent written and verbal communication skills in English, with a professional and empathetic approach to support and team collaboration.

• Organisation: Highly organised with strong time management skills; able to prioritise and manage multiple threads across QA and support workflows.

• Problem-Solving: Resourceful and proactive with a solution-focused mindset.

• Comfortable with ambiguity and fast-paced environments.

• Discretion & Integrity: Trustworthy and respectful when dealing with sensitive user data or internal information.

• Attention to Detail: Naturally meticulous, with a keen eye for UI/UX inconsistencies, reproducibility gaps, and edge case behaviours.

• Tools: Proficient in Google Workspace, Slack, Intercom, GitHub, and general

project/task management tools.

Bonus Skills

• Experience with mobile provisioning/testing via TestFlight or physical devices.

• Exposure to video streaming, GPU-powered workloads, or AV encoding/decoding

pipelines.

• Familiarity with collaborative tools like Slack and Google Workspace.

• Experience with Sentry.io (or similar observability platforms) to identify, investigate, and report app-level issues.

• Working knowledge of tools such as Postman, Charles Proxy, or Wireshark for

low-level request debugging.

• Ability to read and interpret logs, API responses, and error payloads.

Why Join Us?

• Be part of a dynamic, innovative team

• Work in a collaborative and supportive environment

• Opportunities for growth and development

• Opportunity for equity in the company

• Flexible work arrangements

Working Conditions

• 40 hours per week

• Remote – work from home

• Monday to Friday. No expectation of weekend work, but weekend work may be

required from time to time.

• 25 days of holiday per year (excluding bank holidays)