Product Quality Analyst & Customer Issue

Specialist

Your Role Here

We’re seeking a detail-oriented Product Quality Analyst & Customer Issue Specialist to serve as the critical bridge between our customers and product development team. In this hybrid role, you’ll combine technical QA expertise with exceptional customer communication skills to ensure our platform delivers the seamless experience our users expect. You’ll be the detective who investigates issues, the translator who turns customer feedback into actionable development tickets, and the gatekeeper who ensures solutions meet our quality standards before reaching production.

What You’ll Do

• Customer Issue Investigation & Documentation: Serve as the first point of contact for

complex product issues, conducting thorough investigations to gather all necessary technical

details, reproduction steps, and user context

• Technical Ticket Creation: Transform customer feedback and internal bug reports into

comprehensive, well-structured tickets that provide clear acceptance criteria, priority levels, and technical specifications for the development team• Cross-Functional Communication: Collaborate effectively with customers, support teams, product managers, and developers to ensure seamless information flow and issue resolution

• Solution Testing & Validation: Conduct thorough testing of bug fixes and new features in

staging environments before production deployment, ensuring solutions meet quality standards and resolve reported issues

• Process Improvement: Identify patterns in customer issues and work with product teams to implement preventative measures and improve overall platform stability

• Quality Assurance: Execute comprehensive testing protocols for new features, integrations, and platform updates to maintain our high-quality standards

• Customer Experience Enhancement: Provide detailed feedback to product teams on user experience pain points and suggest improvements based on direct customer interactions

• Documentation Maintenance: Create and maintain internal documentation for common

issues, troubleshooting procedures, and testing protocols

What We’re Looking For

Required Qualifications:

• 2+ years of experience in QA, customer support, or technical product roles

• Exceptional written and verbal communication skills with ability to explain technical

concepts to both technical and non-technical audiences

• Strong analytical and problem-solving abilities with attention to detail

• Experience with bug tracking software (Jira, Asana, Linear, or similar)

• Basic understanding of web technologies (HTML, CSS, JavaScript) and database concepts

• Customer service mindset with patience and empathy when working with frustrated users

• Ability to work independently and manage multiple priorities in a fast-paced environment

• Multilingual capabilities (Arabic, English +)Preferred Qualifications:

• Experience with no-code/low-code platforms or business process automation tools

• Background in SaaS product support or technical customer success roles

• Familiarity with API testing and integration troubleshooting

• Knowledge of workflow automation and business process optimization

• Experience with test case design and test automation tools

• Understanding of Agile/Scrum methodologies

Why Join Us

• Direct impact on product quality and customer satisfaction

• Growth opportunities in a rapidly scaling SaaS company

• Collaborative environment where your technical and communication skills are valued

• Competitive compensation and comprehensive benefits package

• Learning and development budget for professional growth

• Opportunity to work with cutting-edge no-code technology