Technical Support & QA Specialist

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.

• 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.

• 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.

• QA new features, enhancements, and bug fixes for the development team across Command Center and the Kid Hub 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.

• 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.

• 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…