Position Summary
The Support and Quality Engineer I is a key member of the quality assurance department. They will serve as a liaison between stakeholders and the SYSDAAR software engineering team. They are analytical and understanding of customer needs as well as the end-user experience. They are passionate about improving software and delighting users with the highest quality experience possible. They have a keen eye for detail and commitment to quality.
Responsibilities
- Triage technical support tickets, ensuring that every support request received from internal and school-based users has been responded to in a timely and professional manner.
- Troubleshoot, document and escalate any new software or data bugs while taking ownership of remediation and customer notification
- Work closely with product and data teams on reviewing support ticket metrics while also providing feedback on general user needs and usage behavior.
- Participate in release management efforts - hotfixes of production bugs, planned software release cycles to production as well as the deployment of code as it travels to different phases of testing and release
Required Knowledge and Skills:
- Undergraduate or graduate study in a related field, or any equivalent combination of experience, education, and/or training in the software development field
- Proficiency in Javascript, HTML/CSS is a must
- Previous experience with defect tracking and reporting
- Good understanding of web browsers, cookies, operating systems and add-ons
- Ability to work with others and communicate ideas effectively (written and verbal)
- Strong analytical and problem-solving skills
- Excellent organizational and project management skills
- Ability to grasp the high-level technical details of a project
- Self-starter who will actively research and learn to obtain information
Preferred Knowledge and Skill
- Previous experience working in a customer service environment, specifically experience interacting with customers directly
- Experience working in an Agile/Scrum environment
- 1-2 Years of technical support experience - triage and troubleshooting
- 1+ years of Quality assurance testing experience
Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.
Our offices are currently operating in a hybrid model, with staff expected to work in person several days per week. Additional details will be shared if selected for an interview.
Salary Information
While the majority of new hires’ starting salaries shall be expected to be placed in the first half of the range(s) to allow space to grow in the job, for those who already have significant relevant experience at that level of the job, placement at the higher end of the range(s) is possible.
Pay Range
$73,697—$121,601 USD
Who We Are
For over three decades, New Visions for Public Schools has played a central role in improving the quality of New York City public schools and removing barriers to the success of low-income students and students of color.
New Visions focuses on providing educators with the tools, resources, and support to build and continuously improve strong and responsive systems. These include major investments in student planning tools, free and high-quality curriculum, and innovative career & college preparatory programs.
Equal Employment Opportunity Statement
New Visions for Public Schools is an equal opportunity employer. It is the policy of New Visions that all employees and applicants for employment will be treated in all respects on the basis of their merit and qualifications and without regards to their race, color, national origin, age, disability, sexual orientation, religion, gender, military status, marital status, ancestry, or any other reason prohibited by law.
New Visions believes that our teams should reflect the diverse communities we serve and that our culture and internal structures should be inclusive and equitable for all employees. We also recognize that perspectives from communities that have been historically marginalized are critical to the work we do. Hence, we strongly encourage applications from individuals living in the communities that we serve or who are members of historically marginalized communities.
New Visions provides a comprehensive and competitive compensation and benefits package in addition to the opportunity to make a significant impact on education reform and in the lives of urban youth.
Top Skills
What We Do
At New Visions for Public Schools, we work to make great public schools common in New York City. We believe that all of New York City’s students deserve public schools that make successful futures possible, especially Black, Latinx, and low-income students who have historically had inequitable access to a great public education. Since 1989, New Visions has been a driving force behind some of the most significant reforms to public education in New York City. Today, our diverse team of professionals develop and scale innovative tools and approaches that help educators address common challenges.
We operate ten public charter schools in the Bronx, Brooklyn, and Queens and, as a trusted partner of the NYC DOE, we help almost 2,000 public district schools plan for the success of over 1,000,000 students citywide!
Why Work With Us
You’ll be challenged constantly but will always have an amazing team to back you up and push you to succeed. You get to work with thought leaders and innovators in the education section. And you’ll be contributing to changing the landscape of public education in NYC. Plus, we have great medical benefits and fun work perks! Join New Visions today!
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New Visions for Public Schools Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our offices are located in New York City, and we follow flexible hybrid workplace policies.
