Client Assurance Engineer & Client Operations

About the Role

We are looking for a Client Support & Quality Testing Engineer who can work at the intersection of Customer Support, Product Quality, and Engineering. The role will involve understanding and resolving client issues, troubleshooting product problems, testing new features and fixes, and ensuring a high-quality product experience.

The ideal candidate should have strong analytical and communication skills, a good understanding of software testing, and the ability to work closely with clients, Product, Engineering, and Operations teams.

Key Responsibilities

A. Client Support & Issue Resolution

• Handle client queries, support tickets, and product-related issues through defined support channels.
• Understand client requirements and troubleshoot functional and technical issues.
• Reproduce reported issues and provide detailed information to the Product/Engineering teams.
• Maintain proper documentation of client issues, resolutions, and follow-ups.
• Coordinate with internal teams to ensure timely resolution of critical client issues.
• Communicate resolution status and updates clearly to clients.
• Identify recurring client issues and highlight them for permanent corrective action.

B. Quality Assurance & Software Testing

• Perform functional, regression, integration, and exploratory testing of web and SaaS applications.
• Test new features, enhancements, bug fixes, and product releases.
• Create and execute test cases based on product requirements and user scenarios.
• Reproduce reported client issues and validate fixes before deployment.
• Identify, document, and track defects with clear steps to reproduce, expected results, and actual results.
• Conduct regression testing to ensure existing functionality is not impacted by new releases.
• Participate in release testing and provide QA feedback/sign-off as required.

C. Client Issue to QA Linkage

• Convert recurring customer issues into test scenarios and regression test cases.
• Analyse support tickets to identify product quality trends and common defects.
• Work closely with Product and Engineering teams to identify the root cause of recurring issues.
• Validate fixes in test/staging environments before they are released to clients.
• Ensure critical customer-impacting issues are properly tested and closed.

D. Automation & AI-Assisted Testing

• Identify repetitive testing activities that can be automated.
• Support the development and maintenance of automated test cases for critical product workflows.
• Explore and use AI-assisted testing tools for test-case generation, defect analysis, test data creation, and regression testing.
• Identify opportunities to improve testing efficiency through automation and AI.
• Contribute to improving test coverage and reducing manual testing effort.

E. Documentation & Reporting

• Maintain test cases, test scenarios, defect logs, and testing documentation.
• Prepare basic QA and client-support reports.
• Track open defects, resolution status, recurring issues, and release quality.
• Maintain a knowledge base of common client issues and their resolutions.
• Provide regular updates to management on critical issues and product quality concerns.