• We need a quality guardian who can catch bugs before customers do and turn complex technical issues into clear solutions. You’ll test like a user, think like a developer, and communicate like a human—understanding that every bug you catch helps NGOs and public programs focus on saving lives instead of fixing technology.
• This hybrid Platform QA & Support Engineer will support both product development and project implementation by ensuring platform quality, troubleshooting technical issues, and providing direct support to partner organizations.
• This is a hands-on, collaborative position requiring strong technical troubleshooting, communication, and documentation skills. You will work closely with internal teams and external partners to ensure a smooth and reliable user experience.
• We expect this position will split time equally between platform QA testing (50%) and direct customer support (50%) for our users of the OpenFn Cloud SaaS and community version.

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What You’ll Do

You’ll test new features before they reach NGO and government customers and troubleshoot real-world integration issues when they do—owning the entire quality experience from code to customer.

Quality Assurance

• Lead comprehensive QA and testing strategy for bi-weekly platform releases (every 1-2 weeks), including functional, integration, regression, and user acceptance testing
• Conduct manual QA testing every platform release
• Identify and implement opportunities for test automation, including automated regression testing and continuous integration testing
• Develop and maintain test cases and test data sets that cover testing edge cases, error handling, and various platform user journey and integration scenarios
• Conduct exploratory testing to uncover issues beyond scripted test cases, particularly around user workflows and system boundaries
• Collaborate with developers to review requirements, provide testing estimates, and ensure testability of new features

Documentation & Reporting

• Create and maintain comprehensive test cases with clear steps, expected results, and data requirements for all platform features and integration scenarios
• Document bugs with detailed reproduction steps, including environment details, data samples, platform configuration steps to follow, and impact assessment to facilitate faster developer resolution
• Update platform feature and customer-specific project documentation when bugs are resolved or features are modified, ensuring user-facing docs remain accurate and current
• Maintain a comprehensive issue tracking log with status updates, resolution timelines, and patterns analysis to identify recurring problems and inform development priorities
• Document testing procedures and best practices to ensure consistency across releases and enable knowledge transfer
• Create troubleshooting guides based on common customer issues to support the customer success team and reduce escalations
• Maintain test environment documentation including setup procedures, test data requirements, and configuration details

Support & Troubleshooting

• Provide technical support to paying customers of OpenFn Cloud SaaS, including logging into customer projects, diagnosing workflow errors, and helping clients implement changes to their data integration solutions
• Investigate and resolve technical issues (e.g., data integration errors, OpenFn platforms bugs, data quality issues
• Develop familiarity with target systems commonly integrated with by our customers, such as Salesforce, Kobo Toolbox, CommCare, DHIS2, SQL databases, and many more
• Understand the basics of JavaScript to more efficiently troubleshoot issues and make minor code adjustments to edit OpenFn workflow configurations to implement fixes
• Respond to customer support requests within agreed SLA timeframes and maintain proactive communication throughout the troubleshooting process
• Conduct customer calls when needed and escalate complex technical issues to development teams while keeping customers informed of resolution progress

Team Collaboration

• Work closely with implementation and product teams to flag issues and inform improvements
• Communicate progress and findings clearly and professionally
• Advocate for the inclusion of critical bug fixes in upcoming sprints
• Take ownership of the bug resolution process: track progress, follow up with developers as needed, and regularly report status updates to the team lead

Self-Management

• Manage and structure your own work, meet deadlines, and maintain a high level of attention to detail
• Proactively anticipate issues and suggest improvements to internal processes

What We’re Looking For

• We’re looking for a seasoned QA professional who’s comfortable with data integration and API fundamentals, can code-switch between technical troubleshooting and customer communication, and thrives in our remote-first environment.
• QA Experience: Hands-on experience 3-5 years of conducting manual software QA testing in agile or fast-paced release environments
• Customer service: 1-2+ years experience managing direct communication to customers with proven ability to explain technical concepts to non-technical users
• Troubleshooting Skills: Ability to independently investigate, replicate, and resolve platform and data issues
• JavaScript Experience: Basic JavaScript proficiency required for troubleshooting workflows and making minor code adjustments during customer support
• Comfortable with REST APIs and & Learning New Systems: You will be regularly troubleshooting errors related to data integration, so comfort with REST APIs and common HTTP status codes and errors is important. Experience with specific technologies like Salesforce, DHIS2, mobile data collection apps (incl. CommCare and Kobo Toolbox), and SQL databases will help a lot.
• Documentation & Reporting: Excellent written communication; able to create clear test cases, status updates, and troubleshooting documentation for diverse audiences
• Independent Work Ethic: Comfortable working in a fully remote setting with limited supervision
• Collaborative Communication: Strong cross-functional communication skills to work effectively across technical and implementation teams
• Process Orientation: Ability to structure testing, support, and documentation workflows to improve consistency and quality

Bonus points

• Experience with API testing and integration troubleshooting
• Familiarity with data transformation and ETL processes
• System admin experience with CRMs or open source technologies like DHIS2, CommCare, OpenMRS, Kobo Toolbox, Salesforce, PostgreSQL databases, or similar tools
• Background in ICT4D, global health, humanitarian tech, or working with NGOs
• Experience working in distributed, remote-first teams
• Previous experience in a startup or lean technology environment

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