Technical Support and Quality Specialist

Technical support and quality specialist

We are looking for a detail-oriented and analytical Technical support and quality specialist to join our team. This role blends customer support, quality assurance, and documentation responsibilities. It is ideal for someone who enjoys solving technical problems, improving processes, and ensuring a high-quality product experience.

You will play an important role in supporting our library customers while helping maintain and improve the quality of our product.

At Meescan, we’re reinventing self-checkout for libraries. Our cloud-based solutions—used by hundreds of public and academic libraries worldwide—help library staff spend less time at the circulation desk and more time connecting with their communities. From mobile apps to kiosks, we provide flexible, modern tools that support meaningful library service.

We’re a small, creative team with a global reach, and collaboration is at the heart of everything we do. You’ll join an environment where fresh ideas are encouraged, problem-solving is a team effort, and even during busy times, we make space for connection and fun.

• Respond to and resolve customer support tickets in a timely and professional manner.
• Document issues clearly and create tickets based on customer feedback.
• Provide troubleshooting and technical assistance for both hardware and software via email, phone, and video conferencing.
• Configure system settings based on customer requirements.
• Escalate complex technical issues to the development team when necessary.
• Assist with customer onboarding and training on system features.
• Create and maintain knowledge base articles for common issues.
• Contribute insights from customer feedback to product roadmap discussions.

• Develop and maintain structured test cases for mobile applications.
• Execute test plans and document defects with detailed reproduction steps.
• Perform regression testing on iOS and Android platforms.
• Conduct smoke testing following releases and deployments.
• Reproduce and validate customer-reported bugs.
• Participate in user acceptance testing (UAT) for new features.
• Maintain test environments and test data sets.
• Collaborate closely with the development team to communicate bugs, edge cases, and quality concerns.

• Create and update system documentation and user guides.
• Prepare and maintain regulatory compliance documents.
• Document product issues and customer feedback to support continuous improvement.

• Clear, concise verbal and written communication skills
• A patient, calm, and friendly manner when working with customers
• Strong attention to detail and an analytical mindset
• Ability to think critically and troubleshoot methodically
• General knowledge of and passion for technology
• Experience in customer support, QA, or technical troubleshooting (SaaS experience is an asset)
• Ability to work independently while collaborating effectively with a small team
• Comfort working in a fast-paced, evolving environment

• A meaningful role in a growing global company
• A collaborative, supportive team environment
• Opportunities to contribute to product improvement and innovation
• Competitive compensation and benefits
• A workplace culture that values both focus and fun