Lead Software QA Engineer - Reliability and Field Quality

Company Description

READ ME: This is NOT a typical QA position.  Please carefully read the requirements section below before applying. Applications that do not meet the listed criteria will not be considered.

Cricut® makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.

Overview

JOB LOCATION: This position is hiring locally in South Jordan, Utah (we do offer relocation) and requires a hybrid schedule of 3-days/week in office (T,W,Th). 

We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here’s the remarkable truth: When we all make together, we make all things possible.

Let’s make.

Job Description

Our Circut machines enable people around the world to flex their creativity and let their imagination run wild. Sometimes, our users' experience with our hardware and software does not go as we (or they) intend. 

This role places a heavy and critical emphasis on directly connecting with and supporting our customers. You will find and respond to customer challenges wherever they are expressed online (usually facebook) and directly work with customers to attempt to help them overcome their challenges. 

In other words, you'll be the voice of the customer!

• Become a customer champion: Interact directly with users via chat, email, and phone to understand their challenges and identify software bugs.
• Turn feedback into action: Analyze customer defect reports, calls and social media conversations to create clear and actionable bug reports for developers.
• Track customer sentiment on social media: Monitor platforms like Facebook and Reddit to identify and address customer concerns about our software.
• Customer Empathy and Support: Ability to build rapport with customers, actively listen to their concerns, and provide empathetic and kind support throughout the troubleshooting process.
• Collaborate for success: Work closely with product, development, and support teams to prioritize and fix issues efficiently.
• Proactive problem-solving: Anticipate areas for improvement based on customer feedback and field observations.
• Communication is key: Keep stakeholders informed on the status of identified issues and bug fixes.
• Always improving: Continuously refine how we collect, analyze, and respond to customer feedback to ensure top-notch product quality and happy users.

Qualifications

The ideal candidate will likely come from a growing consumer-facing technical company with a hardware & software product actively in the marketplace. We are seeking individuals with an ability to genuinely connect with and support our community of customers and creators. However, this is still a very hands-on technical position! 

Leveraging your twelve-plus years of Quality Assurance leadership experience, you will connect with customers via social media and online platforms and find ways to troubleshoot and help solve their challenges with our products. You will also log, track and document issues in our internal systems, helping to replicate and analyze technical challenges for our team to solve long-term. Your data and feedback will be crucial to the long-term development and improvement of our software and hardware products.

Experience: 

• Minimum of 12 years of post-graduate experience in software quality assurance, with a focus on reliability and field quality.
• Proven experience in directly communicating with customers to gather detailed information about field issues and understand their pain points.
• Strong ability to analyze field defect reports and customer feedback, extracting relevant details and insights to formulate clear and actionable bug