Cricut
Lead Software QA Engineer - Reliability and Field Quality
Cricut, South Jordan, Utah, United States, 84095
Company DescriptionREAD ME: This is NOT a typical QA position. Please carefully read the requirements section below before applying. Applications that do not meet the listed criteria will not be considered.Cricut makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.OverviewJOB LOCATION:
This position is hiring locally in
South Jordan, Utah
(we do offer relocation) and requires a hybrid schedule of 3-days/week in office (T,W,Th).We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined.Job DescriptionOur Cricut machines enable people around the world to flex their creativity and let their imagination run wild. Sometimes, our users' experience with our hardware and software does not go as we (or they) intend.This role places a heavy and critical emphasis on directly connecting with and supporting our customers. You will find and respond to customer challenges wherever they are expressed online (usually Facebook) and directly work with customers to help them overcome their challenges.Responsibilities:Become a customer champion:
Interact directly with users via chat, email, and phone to understand their challenges and identify software bugs.Turn feedback into action:
Analyze customer defect reports, calls, and social media conversations to create clear and actionable bug reports for developers.Track customer sentiment on social media:
Monitor platforms like Facebook and Reddit to identify and address customer concerns about our software.Customer Empathy and Support:
Build rapport with customers, actively listen to their concerns, and provide empathetic support throughout the troubleshooting process.Collaborate for success:
Work closely with product, development, and support teams to prioritize and fix issues efficiently.Proactive problem-solving:
Anticipate areas for improvement based on customer feedback and field observations.Communication is key:
Keep stakeholders informed on the status of identified issues and bug fixes.Always improving:
Continuously refine how we collect, analyze, and respond to customer feedback to ensure top-notch product quality and happy users.Qualifications:Minimum of 12 years of post-graduate experience in software quality assurance, with a focus on reliability and field quality.Proven experience in directly communicating with customers to gather detailed information about field issues and understand their pain points.Strong ability to analyze field defect reports and customer feedback, extracting relevant details and insights to formulate clear and actionable bug reports for the development team.Experience in monitoring social media platforms (e.g., Facebook, Reddit) to identify customer posts and comments related to software products.Experience engaging with customers to investigate reported issues and determine root causes.In-depth knowledge of troubleshooting Windows, macOS, iOS, and Android OS issues.Proficiency in troubleshooting Antivirus software, Firewalls, and other system security tools.Excellent analytical and problem-solving skills, with a keen attention to detail.Strong understanding of software development lifecycle methodologies (SDLC) such as Agile and Scrum.Experience with test automation tools and frameworks (e.g., Selenium, JUnit, TestNG) is a plus.Skills:Excellent communication and collaboration skills, with the ability to work effectively in a cross-functional team environment.Experience with cloud-based technologies and distributed systems is a plus.Education:Bachelor's degree in Computer Science, Engineering, or a related field; an advanced degree (e.g., Master's) is a plus.Additional Information:Hybrid Schedule: This position is in
South Jordan, Utah
and requires a hybrid schedule of 3-days/week in office (T,W,Th).We are
not
hiring people who wish to work outside of the state of Utah and abide by our hybrid work requirement.The position is available because the person currently in the position is leaving to pursue another opportunity.What to Do Next:
Please attach your resume, cover letter, and include links to your portfolio or other social presence. If you want to show your superpowers in other ways – include that information too. You can be sure that Cricut is an employer who values individuality, equality, and diversity, so tell us what you’re all about.Cricut is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire.Cricut participates in E-Verify.Please Do Not Apply if you have not carefully read the unique requirements of this role.
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This position is hiring locally in
South Jordan, Utah
(we do offer relocation) and requires a hybrid schedule of 3-days/week in office (T,W,Th).We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined.Job DescriptionOur Cricut machines enable people around the world to flex their creativity and let their imagination run wild. Sometimes, our users' experience with our hardware and software does not go as we (or they) intend.This role places a heavy and critical emphasis on directly connecting with and supporting our customers. You will find and respond to customer challenges wherever they are expressed online (usually Facebook) and directly work with customers to help them overcome their challenges.Responsibilities:Become a customer champion:
Interact directly with users via chat, email, and phone to understand their challenges and identify software bugs.Turn feedback into action:
Analyze customer defect reports, calls, and social media conversations to create clear and actionable bug reports for developers.Track customer sentiment on social media:
Monitor platforms like Facebook and Reddit to identify and address customer concerns about our software.Customer Empathy and Support:
Build rapport with customers, actively listen to their concerns, and provide empathetic support throughout the troubleshooting process.Collaborate for success:
Work closely with product, development, and support teams to prioritize and fix issues efficiently.Proactive problem-solving:
Anticipate areas for improvement based on customer feedback and field observations.Communication is key:
Keep stakeholders informed on the status of identified issues and bug fixes.Always improving:
Continuously refine how we collect, analyze, and respond to customer feedback to ensure top-notch product quality and happy users.Qualifications:Minimum of 12 years of post-graduate experience in software quality assurance, with a focus on reliability and field quality.Proven experience in directly communicating with customers to gather detailed information about field issues and understand their pain points.Strong ability to analyze field defect reports and customer feedback, extracting relevant details and insights to formulate clear and actionable bug reports for the development team.Experience in monitoring social media platforms (e.g., Facebook, Reddit) to identify customer posts and comments related to software products.Experience engaging with customers to investigate reported issues and determine root causes.In-depth knowledge of troubleshooting Windows, macOS, iOS, and Android OS issues.Proficiency in troubleshooting Antivirus software, Firewalls, and other system security tools.Excellent analytical and problem-solving skills, with a keen attention to detail.Strong understanding of software development lifecycle methodologies (SDLC) such as Agile and Scrum.Experience with test automation tools and frameworks (e.g., Selenium, JUnit, TestNG) is a plus.Skills:Excellent communication and collaboration skills, with the ability to work effectively in a cross-functional team environment.Experience with cloud-based technologies and distributed systems is a plus.Education:Bachelor's degree in Computer Science, Engineering, or a related field; an advanced degree (e.g., Master's) is a plus.Additional Information:Hybrid Schedule: This position is in
South Jordan, Utah
and requires a hybrid schedule of 3-days/week in office (T,W,Th).We are
not
hiring people who wish to work outside of the state of Utah and abide by our hybrid work requirement.The position is available because the person currently in the position is leaving to pursue another opportunity.What to Do Next:
Please attach your resume, cover letter, and include links to your portfolio or other social presence. If you want to show your superpowers in other ways – include that information too. You can be sure that Cricut is an employer who values individuality, equality, and diversity, so tell us what you’re all about.Cricut is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire.Cricut participates in E-Verify.Please Do Not Apply if you have not carefully read the unique requirements of this role.
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