The Development Support Administrator will be responsible for overseeing technical support queues, maintaining development tools, ensuring quality standards, and conducting thorough testing to deliver high-quality software products. Contribute to the seamless operation of development processes, the enhancement of product quality, and the overall success of the software development lifecycle. This role engages with product teams to identify opportunities for bug fixes and support on minor issues.
This dynamic role not only ensures efficient technical support and quality assurance but also actively engages with product teams to drive improvements and address user-reported issues. By managing support queues, collaborating with development and product teams, and maintaining a strong focus on quality, this role contributes to a streamlined software development lifecycle, exceptional product quality, and a positive user experience.
The detail:
Technical Support Management
- Manage and prioritize technical support queues, ensuring prompt resolution of reported issues and inquiries.
- Collaborate with cross-functional teams to provide effective technical assistance and troubleshoot complex problems.
- Monitor and manage support tickets, ensuring thorough documentation and timely resolution within established timelines.
- Collaborate with development teams to identify opportunities for bug fixes and support on minor issues reported by end-users.
- Develop comprehensive test plans, test cases, and scenarios based on project requirements to ensure thorough testing coverage.
- Execute manual and automated tests to identify defects, verify functionality, and assess overall product quality.
- Accurately document and communicate defects discovered during testing to developers for timely resolution.
- Collaborate with development teams to ensure effective defect resolution and prevent faulty software releases.
- Identify opportunities for process enhancement and automation within the development and testing workflow.
- Contribute to the development and maintenance of automated test scripts to improve testing efficiency.
- Maintain updated documentation for development tools, processes, and testing methodologies.
- Conduct training sessions for development teams on new tools, processes, and quality assurance practices.
- Perform routine system maintenance tasks, including updates, backups, and configuration changes to ensure system stability.
- Conduct regular regression testing to verify software releases maintain existing functionality.
- Analyse test results and compile quality metrics to provide insights into product quality and inform release decisions.
- Contribute to continuous improvement efforts by providing data-driven suggestions for enhancing software quality.
- Collaborate with product teams to identify opportunities for bug fixes, address minor issues, and enhance the user experience.
- Act as a bridge between technical support, development, and product teams to ensure effective communication.
- Collaborate closely with development teams, product managers, testers, and other stakeholders to align on requirements and priorities.
- Communicate testing progress, defect status, and quality insights effectively across teams.
- Bachelor's degree in Computer Science, related field or relevant work experience.
- Previous technical support experience, including managing support queues and resolving technical issues.
- Hands-on experience in quality assurance, manual/automated testing, and defect management.
- Collaborative experience with cross-functional teams, communicating issues and prioritizing tasks.
- Engaging with users or product teams to understand and address bug fixes and minor improvements.
- Good understanding of system maintenance principles.
- Excellent documentation practices.
