[Hiring] Technical Partner Support & QA Specialist @Workana

Role Description

They are looking for a Partner Support & QA Specialist to join the UK-based team and provide dedicated afternoon and evening coverage for the USA and LATAM partners. This role is primarily responsible for delivering high-quality partner support, ensuring that partners receive responsive, professional, and knowledgeable assistance during their business hours.

• Working primarily between 2:00pm and 10:00pm UK time (flexible within this window).
• Extend Nuweb operational coverage beyond standard UK hours.
• Act as a key operational bridge between the partners, Partner Success, Product, and Engineering Teams.
• Assist with on-boarding new partners and contribute to product quality through structured testing and issue validation.
• This is a customer-facing, technically confident role requiring strong troubleshooting ability, clear communication, and attention to detail.

Responsibilities

• Partner Support (Primary Responsibility):
  • Provide first-line partner support to USA and LATAM partners.
  • Respond to partner queries professionally via ticketing systems, email, and calls.
  • Help partners understand system features, workflows, and best practices.
  • Troubleshoot reported issues and reproduce bugs in a structured manner.
  • Gather evidence, document findings clearly, and escalate technical issues to developers when required.
  • Ensure all interactions are accurately logged in internal systems.
  • Maintain high service standards aligned with internal SLAs.
• Partner On-boarding:
  • Support the Partner Success team with on-boarding new partners.
  • Deliver system walkthroughs and training sessions where required.
  • Assist partners in understanding configuration options and operational workflows.
  • Help accelerate customer adoption and reduce time-to-value.
  • Proactively identify opportunities for partners to optimize workflows and improve system utilization.
  • Contribute to documentation and knowledge base improvements.
• QA & Product Quality Support (Secondary Responsibility):
  • Assist the QA team with manual testing of web and mobile applications.
  • Execute structured test cases and validate bug fixes.
  • Reproduce and clearly document customer-reported issues.
  • Identify usability gaps and opportunities for product improvement.
  • Contribute to maintaining high product quality standards.

Qualifications

• 2+ years experience in SaaS product support, technical support, or a similar role.
• Experience in manual software testing.
• Strong troubleshooting and analytical thinking skills.
• Ability to reproduce issues and document bugs clearly and accurately.
• Strong written and verbal communication skills, with the ability to liaise effectively with diverse stakeholders.
• Excellent organisational skills and attention to detail.
• Experience collaborating with cross-functional teams (Product, QA, Engineering).
• High proficiency in Google Workspace, Microsoft Office Suite, and project management tools.
• Comfortable working independently during afternoon/evening hours.

Nice to Have

• Native or fluent-level Spanish and English (written and spoken).
• Familiarity with ticketing or event technology platforms.
• Knowledge of web technologies (HTML, JavaScript, CSS).
• Experience using tools such as Linear, Jira, Zendesk, or similar.
• Previous on-boarding or product training experience.

Working Hours

• UK-based (remote-first).
• Primarily 2:00pm - 10:00pm UK time (flexible within this window).
• Designed to support USA and LATAM business hours.
• Occasional in-person team meetups (minimum twice per year).

Benefits

• Competitive salary and role progression opportunities.
• 24 days holiday + bank holidays (increasing with tenure).
• Flexible working arrangements.
• Learning and development opportunities.