QA Engineer (service desk)

Accountabilities:

• • Investigate customer-reported bugs, technical issues, and product incidents from initial report through final resolution.

  • Reproduce reported issues, identify potential root causes, and gather the technical and business context required for effective investigation.

  • Analyze application logs, API requests and responses, database records, historical support tickets, documentation, and previous incidents to understand product behavior.

  • Collaborate closely with QA engineers, developers, Business Analysts, and other stakeholders to gather missing information and move issues toward resolution.

  • Take ownership of assigned support cases and proactively follow up with relevant stakeholders until a clear explanation, workaround, or permanent solution is identified.

  • Distinguish between genuine software defects, configuration issues, integration problems, data-related cases, and expected product behavior.

  • Validate bug fixes and conduct targeted regression testing to confirm that resolved issues do not introduce problems in related functionality.

  • Produce clear and comprehensive bug reports containing reproduction steps, supporting evidence, logs, request and response data, and an assessment of business or customer impact.

  • Maintain and expand knowledge across internal documentation, historical cases, support records, and other systems to make future investigations faster and more effective.

  • Identify recurring issues and contribute ideas and improvements to QA, support, incident investigation, and troubleshooting processes.

  • Support the broader software development lifecycle by providing actionable quality insights and helping teams maintain high product standards.

  Requirements:

  • 3+ years of experience in manual and semi-automated testing of web-based applications.

  • 2+ years of practical experience with API testing, including authentication flows, error handling, request and response validation, and payload testing.

  • Previous experience testing payment systems, transactional workflows, and basic third-party integrations.

  • Experience with responsive design testing, browser developer tools, network analysis, and cross-platform validation.

  • Practical knowledge of tools such as Postman, Chrome DevTools, Swagger, and test management platforms such as TestRail or Xray.

  • Good understanding of frontend and backend architecture, including REST APIs, session management, integrations, and data flows.

  • Working knowledge of SQL for validating data and checking backend consistency.

  • Solid understanding of SDLC, STLC, and Agile methodologies, including Scrum and/or Kanban.

  • Strong attention to detail and a "pixel-perfect" mindset, with the ability to quickly identify visual, functional, and behavioral UI issues.

  • Strong analytical and investigative skills, with the ability to break down complex technical problems and identify relevant evidence.

  • Proactive approach with a strong sense of ownership and the ability to independently manage investigations and follow-ups.

  • Clear written and verbal communication skills, particularly when documenting technical issues and collaborating with different teams.

  • Experience working in a service desk, technical support, or customer-facing troubleshooting environment is an advantage.

  • Experience with payment methods or financial technology products is particularly valuable.

  • Ability to work effectively in a distributed, remote-first team and within Central European Time (CET) working hours.

  Benefits:

  • Competitive compensation package based on your experience and professional background.

  • Fully remote working model, with the flexibility to work from your preferred location within the supported European regions.

  • Flexible working hours aligned with the Central European Time (CET) zone.

  • 19 business days of flexible paid time off (PTO).

  • Friendly, supportive, and values-driven working environment.

  • Opportunity to develop your QA and technical investigation skills within a fast-growing fintech environment.

  • Regular opportunities to participate in industry conferences and community events, both as an attendee and contributor.

  • Matrix organizational structure designed to facilitate communication, reduce unnecessary barriers, and promote efficient collaboration.

  • Exposure to payment technologies, transactional systems, APIs, integrations, and complex web applications.

  • Remote-first international environment with opportunities to collaborate across different teams and locations.