Technical Support & QA Specialist

Role Summary

The Technical Support & QA Specialist is the connective layer between front-line support, engineering, and platform deployment. This role keeps technical issues moving from the Level 1 support team through to engineering resolution, validates that new features and fixes work before franchisees ever see them, writes and runs the production data work that operations depends on, and stands watch over releases and hot fixes to keep deployments clean.

This is a hands-on, cross-functional role for someone equally comfortable reading a support ticket, writing a SQL query against the production database, testing a new Command Center feature, and sitting in a release window. It is built to absorb the recurring functional and operational work that currently lands directly on the SVP of Technology — incident triage, data pulls, QA sign-off, and deployment support — so that work is owned, repeatable, and reliable.

Key Responsibilities Support Tier Management (L1 → Engineering)

• Serve as the bridge between the Level 1 support team and the technical engineering team, owning the escalation path so issues don't stall between groups.
• Triage incoming escalations in Zendesk across all brands (Urban Air, The Little Gym, Sylvan, Snapology, Premier Martial Arts, Water Wings, XP League), reproducing issues and gathering the technical detail engineering needs before handoff.
• Investigate ticket comment threads and system behavior to distinguish true defects from configuration or training issues, reducing noise reaching engineering.
• Identify recurring issue clusters (e.g., release-driven complaint spikes, billing anomalies) and flag them early to the SVP of Technology and engineering leadership.
• Maintain escalation quality — well-documented, reproducible tickets with clear severity — so engineering can act without round-trips.

Production SQL & Data Operations

• Write and run SQL queries against the Command Center production database to answer operational questions, validate data, and support program and feature launches.
• Execute production scripts for new product and feature rollouts (data setup, backfills, validation queries), following change-control and review practices.
• Verify data integrity across the platform and the downstream Microsoft Fabric / PowerBI pipeline, surfacing discrepancies before they reach reporting.
• Produce ad-hoc data pulls and adoption/enrollment analyses (e.g., program adoption rates, center-level engagement) that inform operational decisions.

Quality Assurance

• QA new features, enhancements, and bug fixes for the development team across Command Center and the KidHub app before release.
• Build and execute test cases and test plans, including edge cases around payments, entitlements, promo codes, and configuration that have historically caused franchisee-facing issues.
• Validate feature behavior against Jira ticket requirements and acceptance criteria, confirming a ticket is truly Done before it appears on a release.
• Document defects clearly in Jira with reproduction steps, expected vs. actual behavior, and supporting evidence.
• Partner closely with engineering and the dev partner to turn around QA feedback quickly within release timelines.

Release, Hot Fix & Deployment Support

• Sit on releases, hot fixes, and scheduled deployments, providing real-time validation and acting as the first line of verification post-deploy.
• Run smoke tests and post-deployment checks to confirm releases behave as expected in production before franchisees are impacted.
• Support the release-to-communication handoff, supplying verified, plain-language detail on what shipped for franchisee-facing release notes.
• Respond rapidly during incidents and hot fixes — reproducing, validating fixes, and confirming resolution — to compress time-to-resolution.

Required Qualifications

• 3+ years in a technical support, QA, or technical operations role, ideally in a SaaS or multi-location/franchise environment.
• Working SQL proficiency — able to write, read, and safely run queries and scripts against a production database.
• Hands-on QA experience: writing test cases, regression testing, and validating against defined acceptance criteria.
• Experience with ticketing and issue-tracking systems (Zendesk and Jira, or close equivalents).
• Comfort working across the boundary between non-technical support staff and technical engineering teams, translating in both directions.
• Strong, clear written communication and meticulous documentation habits.
• Sound judgment around production changes, change control, and the difference between a defect and a configuration issue.

Preferred Qualifications

• Familiarity with the platform's stack or close analogs: Microsoft Fabric / PowerBI, Auth0, payments platforms (e.g., JustiFi), and cloud/dev tooling (Azure, GitHub).
• Experience supporting mobile applications alongside web platforms.
• Exposure to deployment/release management practices and on-call or release-window rotations.
• Understanding of payments, billing, subscriptions, and recurring-billing edge cases.
• Experience in a franchise or multi-brand operating model.

Success in the First 6 Months

• A defined, documented escalation path from L1 support to engineering with measurably fewer stalled or round-tripped tickets.
• A reusable QA process and growing test-case library applied to every release and hot fix.
• A library of vetted production SQL queries and scripts supporting recurring operational and launch needs.
• Reliable presence in release windows, with post-deployment verification reducing franchisee-facing defects from new releases.

Perks

• Paid bi-weekly
• Company Paid Holidays
• Flexible Paid Time Off
• Paid Parental Leave
• Multiple health care insurance plans that cover medical, dental, prescription, vision, and employer HSA contributions
• Competitive 401(k) Program with employer matching contributions
• Daily dress code of "business casual"
• A positive work environment
• And much, much more

Company Description

Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 1,300 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit www.unleashedbrands.com. Unleashed Brands is headquartered in the Dallas/Fort Worth Metroplex.

Commitment to Equal Opportunity

Unleashed Brands is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

ADA

Consistent with the Americans with Disabilities Act (ADA), Unleashed Brands will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.

Unleashed Brands is proud to be an equal-opportunity employer.