Technical Partner Support & QA Specialist

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We are proud to present you with the following opportunity.

About Our Client
Nuweb Group is a global event technology partner, helping ticketing providers and event organisations scale with confidence. They’re a fast-growing force in live entertainment, partnering globally to support brands like Formula 1, Metallica, and Disney on Ice.
Their mission is bold: To be the Ticketing Engine of the World. That means building infrastructure that solves complex ticketing challenges and creates unforgettable fan experiences. They operate seamlessly across borders and time zones, moving quickly, innovating constantly, and pushing boundaries.

Role Overview
They are looking for a Partner Support & QA Specialist to join the UK-based team and provide dedicated afternoon and evening coverage for the USA and LATAM partners.

This role is primarily responsible for delivering high-quality partner support, ensuring that partners receive responsive, professional, and knowledgeable assistance during their business hours.

Working primarily between 2:00pm and 10:00pm UK time (flexible within this window), you will extend Nuweb operational coverage beyond standard UK hours and act as a key operational bridge between the partners, Partner Success, Product, and Engineering Teams.

In addition to daily partner support, you will assist with on-boarding new partners and contribute to product quality through structured testing and issue validation.

This is a customer-facing, technically confident role requiring strong troubleshooting ability, clear communication, and attention to detail.

Responsibilities

Partner Support (Primary Responsibility):

• Provide first-line partner support to USA and LATAM partners.
• Respond to partner queries professionally via ticketing systems, email, and calls.
• Help partners understand system features, workflows, and best practices.
• Troubleshoot reported issues and reproduce bugs in a structured manner.
• Gather evidence, document findings clearly, and escalate technical issues to developers when required.
• Ensure all interactions are accurately logged in internal systems.
• Maintain high service standards aligned with internal SLAs.

Partner On-boarding:

• Support the Partner Success team with on-boarding new partners.
• Deliver system walkthroughs and training sessions where required.
• Assist partners in understanding configuration options and operational workflows.
• Help accelerate customer adoption and reduce time-to-value.
• Proactively identify opportunities for partners to optimize workflows and improve system utilization.
• Contribute to documentation and knowledge base improvements.

QA & Product Quality Support (Secondary Responsibility):

• Assist the QA team with manual testing of web and mobile applications.
• Execute structured test cases and validate bug fixes.
• Reproduce and clearly document customer-reported issues.
• Identify usability gaps and opportunities for product improvement.
• Contribute to maintaining high product quality standards.

Requirements:
• 2+ years experience in SaaS product support, technical support, or a similar role.
• Experience in manual software testing.
• Strong troubleshooting and analytical thinking skills.
• Ability to reproduce issues and document bugs clearly and accurately.
• Strong written and verbal communication skills, with the ability to liaise effectively with diverse stakeholders.
• Excellent organisational skills and attention to detail.
• Experience collaborating with cross-functional teams (Product, QA, Engineering).
• High proficiency in Google Workspace, Microsoft Office Suite, and project management tools.
• Comfortable working independently during afternoon/evening hours.

Nice to Have

• Native or fluent-level Spanish and English (written and spoken)
• Familiarity with ticketing or event technology platforms.
• Knowledge of web technologies (HTML, JavaScript, CSS).
• Experience using tools such as Linear, Jira, Zendesk, or similar.
• Previous on-boarding or product training experience.

Working Hours

• UK-based (remote-first).
• Primarily 2:00pm - 10:00pm UK time (flexible within this window).
• Designed to support USA and LATAM business hours.
• Occasional in-person team meetups (minimum twice per year).

Benefits:
• Competitive salary and role progression opportunities.
• 24 days holiday + bank holidays (increasing with tenure).
• Flexible working arrangements.
• Learning and development opportunities.