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Quality Assurance Engineer (Production Support Focus)
Sarajevo (Hybrid), Bosnia and HerzegovinaWe are looking for a Quality Assurance Engineer with strong experience in production support and application quality. This role combines traditional QA responsibilities with production monitoring, issue investigation, and collaboration with engineering teams to ensure long-term product stability.
The ideal candidate has a solid understanding of testing methodologies, experience with SQL, monitoring tools (e.g., Application Insights), log analysis, and strong problem-solving skills.
Seems interesting?
Let us know and apply! :)
Key Responsibilities:
Incident Investigation & Resolution
Required Qualifications:
Soft Skills:
The ideal candidate has a solid understanding of testing methodologies, experience with SQL, monitoring tools (e.g., Application Insights), log analysis, and strong problem-solving skills.
Seems interesting?
Let us know and apply! :)
Key Responsibilities:
Incident Investigation & Resolution
- Investigate production incidents by analyzing logs, SQL data, monitoring tools, and application behavior.
- Work closely with end users and the development team to ensure incidents are understood, reproduced (when needed), and resolved in a timely manner.
- Shift focus quickly between different issues based on priority, impact, and urgency.
- Provide clear, timely, and proactive updates to users throughout the investigation and resolution process.
- Ensure that users are always informed about the status of their ticket, next steps, and expected resolution timelines.
- Step on a call with the user when necessary to troubleshoot issues live and ensure complete understanding of the problem.
- Participate in daily triage calls to ensure that new incidents are reviewed, assigned, and worked on immediately.
- Prioritize tickets based on severity, business impact, and SLA requirements.
- Monitor queues to ensure that no ticket remains unattended or stagnating.
- Document every step of the investigation and resolution process in the ticketing system with clear, complete, and accurate details.
- Maintain records of root causes, findings, and follow-up actions.
- Create and update knowledge base articles, troubleshooting guides, and runbooks.
- Handle escalations professionally and ensure they are resolved quickly and effectively.
- Collaborate with senior engineers, DevOps, product owners, and development leads when escalation support is required.
- Track escalation timelines and ensure all blockers are removed.
- Identify gaps in the production support process and propose improvements to enhance efficiency, response time, and service quality.
- Contribute new ideas, automation suggestions, monitoring enhancements, and workflow optimizations.
- Collaborate with peers and leadership to improve the team’s overall production support framework, standards, and best practices.
Required Qualifications:
- 3+ years of experience in Quality Assurance, Production Support, or similar technical role.
- Strong understanding of software testing methodologies and QA best practices.
- Hands-on experience with:
- SQL (data validation, investigations, joins)
- Monitoring tools (Azure Application Insights, Grafana, Kibana, Splunk, Datadog)
- Log analysis and debugging
- Experience with web applications, APIs, and microservices.
- Ability to understand and interpret logs, telemetry, and application flows.
- Familiarity with defect tracking tools (Jira, Azure DevOps, ServiceNow, etc.).
- Understanding of CI/CD pipelines and release processes.
Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent communication and user-facing skills.
- Ability to work under pressure and manage multiple issues simultaneously.
- High attention to detail and strong documentation habits.
- Proactive, ownership-driven mindset.
AP Perks:
- Most cutting-edge technologies
- Opportunity to work with people who are at the top of their field
- Great culture and environment
- Competitive remuneration package. We reward excellence
- Referral bonus
- Career growth
- Collaborative learning environment
- Mentorship programs
- Professional training
About Authority Partners:
Authority Partners is a leading and global IT services company with over 25 years of experience, serving clients within the financial, healthcare, insurance, mortgage and technology sectors among many others. We are committed to building relationships with IT professionals who possess integrity, dedication, teamwork, and the desire to learn and grow with us. We specialize in placement for long-term contract and permanent opportunities and helping our consultants achieve their career success.
Authority Partners is an equal opportunity employer and is committed to providing a workplace that is free from all types of discrimination, as well as from abusive or offensive behavior and harassment.