Description
o This role in Sony's User Experience & Technology Center will involve working across several projects to provide customer-facing support for issues, as well as working with the engineering team internally to diagnose and drive issue resolution. The ideal candidate will have experience in both the Customer Support/Success domain as well as traditional, hands-on QA Engineer experience.
? Responsibilities
o Track and drive resolution of customer issues with the engineering team
o Function as the voice of the customer and provide internal feedback on how we can better serve our customers
o Support the customer onboarding process and ongoing customer success, providing technical and operational support
o Strive to improve quality across installation, documentation, and application use
o Perform Functional, Regression, and Acceptance tests against different iOS and Android devices as well as web apps
o Work closely with project teammates to understand requirements and technology to ensure functional requirements are met by a delivered solution
o Work with Engineering (mobile, web, and backend) in an agile squad-based environment to thoroughly test and verify new features in a timely manner before they are released
o Execute test cases and log defects into the bug tracking system in accordance with QA company standards
o Coordinate and Manage releases
o Participate in daily status meetings to share status, learn what others on the Engineering teams are up to, and pitch in when you can
o Escalate issues to management team.

Requirements
o Bachelor's Degree or equivalent experience
o Minimum 5 years of experience as a Customer Success Manager/QA Engineer at a high tech company within the testing/QA space
o Cares about providing excellent customer service. Has empathy and a knack for understanding what a customer really needs.
o Strong technical aptitude. Ability to be conversant on technical topics.
o Strong ability to debug code, analyzes failures, and trace defects to root causes.
o Familiarity with software development processes (Agile, CI/CD) and tools a plus
o TestRails experience is nice to have
o Strong communicator who can give an excellent presentation and write clearly and concisely
o Excellent interpersonal skills
o Ability to manage competing tasks with ease
o Collaborative attitude. Able to work with multiple departments to solve problems
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