Product Quality & Technical Support Engineer

Company Overview

Member365 is a pioneering online platform dedicated to empowering member-based organizations through innovative association management solutions. With over 25 years of experience, we are committed to enhancing membership growth, automating data-driven tasks, and fostering strong member engagement. Our mission is to support our clients' success by providing reliable and advanced technology services.

Role Overview

This hybrid technical role is responsible for product reliability, advanced client support, and quality assurance. Operating across Customer Success, Product, and Engineering, this position resolves complex issues, supports technical client onboarding, and establishes scalable QA processes.

The role combines Level 2/3 support, system-level troubleshooting, release validation, and test automation to ensure issues are not only resolved, but prevented.

Core Objectives

• Resolve complex Level 2 & 3 technical issues efficiently
• Improve product reliability through QA and testing
• Produce clear, actionable development tickets
• Support client technical setup and configuration
• Build and scale automated testing
• Reduce recurring issues and reactive support load
• Act as a quality gate for releases

Key Responsibilities

Advanced Technical Support (L2/L3)

• Diagnose and resolve complex client issues
• Reproduce bugs in staging and development environments
• Analyze logs and system behavior to identify root causes
• Deliver fixes, workarounds, or escalation-ready findings

Data Integrity & Database Operations

• Perform controlled data corrections
• Validate and maintain data integrity
• Review historical data (e.g., AWS backups)
• Document all database changes

Issue Reproduction & Root Cause Analysis

• Reproduce issues consistently across environments
• Document steps, context, and findings clearly
• Translate issues into precise technical explanations

Client Technical Onboarding & Configuration

• Configure integrations (Stripe, Bambora, Authorize.Net)
• Coordinate DNS and domain setup
• Manage SSL configuration in AWS
• Set up email infrastructure (e.g., SendGrid authentication)

QA Testing & Release Validation

• Validate bug fixes and new features
• Perform regression and end-to-end testing
• Ensure release readiness and stability

Test Strategy & Automation

• Develop and maintain automated regression tests
• Build API and integration test coverage
• Continuously improve QA processes and tooling

Cross-Functional Collaboration

• Convert issues into dev-ready tickets
• Partner with Product and Engineering on prioritization and solutions
• Identify and implement process improvements

Success Metrics

• Reduction in recurring bugs
• Faster and higher-quality issue resolution
• Improved clarity and quality of dev tickets
• Fewer regressions in releases
• Increased automated test coverage

Profile & Skills

Technical

• Strong SQL and database experience
• API and integration troubleshooting
• Solid understanding of DNS, SSL, and web infrastructure
• Experience with QA methodologies and tools

Core Competencies

• Clear, structured communication
• High attention to detail
• Strong problem-solving and analytical skills
• Ownership and accountability

Role Impact

This role improves product stability, enhances the customer experience, reduces engineering interruptions, and drives a shift from reactive support to proactive quality management.

Pay: $80,000.00 per year

Work Location: Remote