Product Support Engineer (QA & Automation)

Back to all rolesProduct Support Engineer (QA & Automation)ApplyJob detailsEngineeringSA ExpeditionsFull-time💡 The OpportunityYou are the Guardian of the Product Experience. While our engineers build the "rails," you ensure the train never goes off them. You will sit at the intersection of our high-end travel designers and our technical team, serving as the frontline "detective" who resolves immediate friction and then engineers it out of existence. Your mission is to move us from "fixing bugs" to "preventing them" through a mix of human empathy and automated testing.🛠 What You’ll Build & ManageThe "First Responder" Channel: You’ll own the technical support flow for our designers, providing elegant workarounds and rapid resolutions to keep their $10k+ bookings moving.The Automated Guardrails: You’ll take the insights from your support sessions and turn them into a robust suite of E2E tests (Cypress/Playwright) to ensure common bugs never return.The Knowledge Vault: Creating the "source of truth" for workarounds and known issues, empowering designers and affiliates to solve problems before they even reach support.The Feedback Loop: Working directly with the PM and Tech Lead to prioritize the product roadmap based on the actual "pain points" you see on the frontline.🎯 Who You AreA Technical Detective: You don't just "report" bugs; you find the root cause. You live in the Chrome DevTools Network and Console tabs and love tracing a 500 error back to a specific API payload.The "Bridge" Communicator: You can explain a complex database timeout to a non-technical designer in a way that is calm, empathetic, and professional.An Automation Advocate: You find manual, repetitive tasks offensive. You aren't satisfied with a workaround until you've written a test to prevent the underlying issue.The UX Empath: You understand that for a travel designer in the middle of a sale, a small bug feels like a major crisis. You act with the urgency and care that our luxury brand demands.✅ Technical Requirements3+ years in a Technical Support, QA, or hybrid "Support Engineering" role.The Toolkit: Proficient with Browser DevTools, Postman/Insomnia, and SQL for data investigation.Automation Experience: Proven experience writing automated tests (Playwright, Cypress, or Selenium). You should be comfortable in a JavaScript/TypeScript environment.Troubleshooting Mastery: A structured approach to debugging complex SaaS platforms (identifying frontend vs. backend vs. third-party API issues).Communication: Exceptional written English skills, specifically the ability to handle high-pressure Slack/chat interactions with high-net-worth service providers.🚀 Why SA Expeditions?We are an incubator for human expertise, and you are the person who keeps that expertise moving. You won't be tucked away in a ticket queue; you will be a high-visibility member of a senior team. At SA Expeditions, your support tickets aren't just chores—they are the blueprints for our next round of automation and product evolution.Upload your resume to autofill the applicationUploadFirst name *Last name *Email *Dial codePhone numberLinkedIn profilePlease upload your resume as a PDF file *Click or drag file to uploadSupported file format: .PDF; Maximum file size: 10.49 MB; Maximum file: 1;We value human insight over generated text. If your answers read like a textbook, we’ll likely skip them. We want to hear about your specific failures, 'hacks,' and opinions.A travel designer reports that an itinerary 'looks wrong' on a mobile device, but when you check the same itinerary on your desktop and mobile simulator, it looks perfect. Walk us through your next three steps to identify the issue. Specifically, what is one 'non-obvious' variable (beyond cache or browser version) that you’ve seen cause this kind of discrepancy in the past? *Your answerYou are buried in Slack support requests from designers. You’ve found a manual workaround for a recurring bug that takes you 2 minutes to perform each...