iOS Software Tester & Technical Support Specialist

Job Title: Technical Support & iOS Software Tester (QA + Support Hybrid)

Position Type: Full-Time, Remote

Working Hours: U.S. client business hours

About Pavago:

Our client is seeking a detail-oriented and self-motivated Technical Support & Software Tester to join their product team. This hybrid role combines manual QA testing with customer-facing technical support, playing a key role in ensuring product quality and an excellent user experience across an iOS application and web dashboard.

You will be responsible for validating releases, identifying defects, supporting users, and advocating for customer needs within product discussions.

Responsibilities:

• Conduct thorough manual QA testing of iOS applications and web dashboards
• Perform regression, workflow, and edge-case testing to ensure product stability
• Test synchronization behavior, offline scenarios, and data consistency
• Develop and maintain structured test cases for core user workflows
• Identify, document, and prioritize bugs with clear reproduction steps
• Track issues using Linear (preferred), Jira, or GitHub Issues
• Validate fixes and releases in staging environments prior to production deployment
• Act as the primary customer support contact via Intercom or similar tools
• Troubleshoot technical issues and provide practical workarounds for users and field technicians
• Manage multiple support tickets while maintaining response quality and response time
• Collect and summarize customer feedback for product and engineering teams
• Maintain and update knowledge base articles and support documentation
• Represent customer needs in product discussions and advocate for usability and reliability

What Makes You a Perfect Fit:

• Detail-oriented and methodical in testing and documentation
• Strong sense of ownership and accountability
• Deep empathy for users and real-world workflows
• Clear communicator with both technical and non-technical audiences
• Comfortable balancing QA testing, customer support, and documentation
• Able to work independently while collaborating cross-functionally

Required Experience & Skills (Minimum):

• 1+ year of experience testing iOS applications
• Strong understanding of regression and edge-case testing
• Hands-on experience with bug-tracking tools (Linear, Jira, or GitHub Issues)
• Customer support experience using Intercom or similar platforms
• Excellent written and verbal English communication skills
• Strong analytical and problem-solving abilities
• Familiarity with APIs, data synchronization, offline behavior, and cloud-based systems

Ideal Experience & Skills:

• Regular use of Apple devices for iOS app testing
• Exposure to modern tech stacks such as Cloudflare Workers, Next.js, or real-time systems
• Experience working in fast-moving SaaS or startup environments

What Does a Typical Day Look Like?

• Execute manual QA tests on new features, bug fixes, and releases
• Validate staging builds before production deployment
• Respond to and troubleshoot customer support tickets
• Log bugs with detailed reproduction steps and collaborate with engineering
• Update support documentation and knowledge base articles
• Share customer insights and feedback with product and engineering teams

Key Metrics for Success (KPIs):

• Bugs identified and resolved before production release
• Stability and reliability of production releases
• Time-to-resolution for reported issues
• Customer satisfaction and support response quality
• Reduction in repeat or preventable issues

Interview Process:

1. Initial Phone Screen
2. Video Interview with Pavago Recruiter
3. Practical Task (QA testing or bug reproduction exercise)
4. Client Interview with Product / Engineering Team
5. Offer & Onboarding

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