Product Quality Analyst

Department: Product Management

Employment Type: Full Time

Location: Remote

Compensation: $78,740 - $99,767 / year

Description

At BetterLesson, our software platform allows various users to participate in planning, delivering, applying, and measuring High-Quality Professional Learning. Our platform seamlessly integrates with multiple 3rd-party systems, and the Product Quality Analyst plays a crucial role in ensuring these integrations function smoothly. The workflows of our power users heavily rely on deep integrations with 3rd-party software. 

In this role, you will identify issues that arise at integration points and trace them back to their root causes within the platform, then rectify the data or suggest a solution. The role involves direct communication with platform users, daily collaboration with internal teams, and coordination with vendor support staff to ensure a high-quality user experience.

Here are some things you can expect to accomplish in this role:

Reactive support (60%) Triage, investigate, and resolve escalated technical issue reports

• Maintain communication with issue reporters and other stakeholders throughout the issue lifecycle
• Leverage developer support tools and subject matter experts to troubleshoot and unblock users
  • Verify, refresh, or adjust data in source systems by navigating admin UIs, interacting with APIs, issuing commands, or utilizing ad-hoc SQL queries
  • Translate symptom reports into technical requests for subject matter experts
• Author bug tickets and technical tasks
• Coordinate the full incident response process for issues with significant impact

Proactive improvements (40%) Reduce the likelihood of user-blocking technical issues

• Collaborate with internal system owners and 3rd party vendors to improve the quality of integrations.
• Participate in the software release planning process 
  • complete acceptance and integration testing for software tasks that warrant testing support 
  • gauge and articulate operational risk to identify regression testing needs and inform release windows
• Curate, contribute to, and maintain BL’s technical knowledge base, including integration behaviors, playbooks for resolving known issues,  incident retrospectives, and tier-1 response scripts 
• Contribute data, insights, and recommendations to periodic platform health reports 
• Build tools to enable more efficient issue triage and resolution

This position requires being on call from 7 a.m. to 11 a.m. Eastern Time on business days. While you will be the primary on-call person, substitutes will be arranged for PTO and other reasons. 

About You:

Ideal Candidate Profile

• Your communication style is clear, empathetic, and approachable
• You have a repeatable approach for managing a fluctuating volume of symptom reports across multiple channels 
• You have a repeatable approach for understanding the contours and behaviors of new systems quickly
• You can trace symptoms across system boundaries to determine root causes
• You can navigate and query relational data stores and log services (i.e., use SQL or SQL-like syntax in tools like TablePlus, New Relic)
• You can use developer tools to troubleshoot and interact with APIs (e.g., Chrome DevTools, Postman)
• You know when to continue investigating on your own and when to ask for assistance 
• You document/share your progress effectively so others can understand current status, leverage what you’ve learned, and understand what you need them to do next

Experience

• You likely bring 3-5 years of experience in one (or more) of these functions: Technical Support, Quality Assurance, Technical Writing, Business Intelligence, Developer Relations
• You may have had some of these experiences (or similar ones) in prior roles:
  • You’ve been an acknowledged SME for a web-based software tool
  • You’ve supported integrations with tools standard in the K12, Higher-Ed, or Workforce segments, such as Zoom, Google Workspace, SSO, Learning Management Systems (LMS), Content Management Systems (CMS) 
  • You’ve interfaced between technical teams and less technical users
  • You’ve submitted bug reports that include a root cause hypothesis (not just the user-facing symptoms)
  • You’ve supported data consumers in Customer Relationship Management (e.g.,  Salesforce), data visualization (e.g., Tableau) or low-code tools (e.g., Quickbase)
  • You’ve administered helpdesk/ticketing software (e.g., Jira)