Location
Sheffield | United Kingdom
Job description
We are looking for a Test & Support Engineer to join The National College team, to support our cloud-based SaaS professional development products.
As Test & Support Engineer, you will carry out product testing, and provide a point of technical information and product knowledge for the teams within the company. The ideal candidate is a natural problem solver with a strong background in software testing or technical support, a passion for education, and the ability to thrive in a fast-paced environment.
Requirements
- Proven experience at product testing, test engineering, technical escalation management, technical support or other similar roles
- Strong technical capabilities, with the ability to diagnose and resolve issues across multiple systems
- Excellent communicator at all levels and ability to work collaboratively with other teams
- Structured and organised approach to ensure issues are managed to completion, prioritised effectively, and reported on to key stakeholders
- Strong problem-solving and decision-making abilities, with a proactive and solutions-oriented approach.
- Experience understanding data structures and database concepts
- Development and coding or database experience a strong advantage
- Flexible and able to work in a highly collaborative fast-paced culture
Responsibilities
- Product Testing: find and validate product issues, test new features and validate that any resolved issues are tested as fixed.
- Technical escalation: be the key point of contact for any product issues that need technical investigation by the customer support team and the other internal teams.
- Issue prioritisation & resolution: Document and prioritise reported issues based on their impact to the business and severity of the issue, deeply investigate issues, resolving them directly where possible.
- Development support: For issues requiring code changes, create developer level tickets with all required information and proposed areas for investigation/resolution and support developers with the required information to resolve.
- Issue backlog management: Review & prioritise all reported issues in the backlog alongside product, development and DevOps teams to ensure longer term issues are resolved.
- Documentation: Create and maintain internal and customer facing documentation and walkthroughs for the product and support internal teams with knowledge sharing.
- Reporting: Track and analyse product quality metrics, such as bugs raised, impact, and resolution time. Provide regular reports to management and identify areas for improvement and optimisation.
Benefits
- The role is hybrid, and can be primarily remote, but with regular meetings for collaboration in the Sheffield office
- 25 days holiday + bank holidays and an opportunity to buy up to 5 additional days
- Autoenrollment in NEST pension scheme
- This role is part of the development and product team, reporting to the Quality/Test Manager
Who are The National College
The National College are a fast growing and innovative EdTech scaleup headquartered in Sheffield. We are a market-leading and multi-award-winning provider of professional development and software tools that support over 45,000 schools worldwide to ensure compliance and drive up standards. Our cutting-edge platform has revolutionised online training and now boasts the world's largest professional development library for educators!
Over the last 5 years The National College has experienced rapid growth through digital innovation in the EdTech sector and launches new content products each month created through our in-house content teams and network of industry and education experts.
The National College is part of the National Education Group.
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