Lead Software QA Engineer - Reliability and Field Quality

Company Description

READ ME: This is NOT a typical QA position.  Please carefully read the requirements section below before applying. Applications that do not meet the listed criteria will not be considered.

Cricut® makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.

Overview

JOB LOCATION: This position is hiring locally in South Jordan, Utah (we do offer relocation) and requires a hybrid schedule of 3-days/week in office (T,W,Th). 

We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here’s the remarkable truth: When we all make together, we make all things possible.

Let’s make.

Job Description

Our Circut machines enable people around the world to flex their creativity and let their imagination run wild. Sometimes, our users' experience with our hardware and software does not go as we (or they) intend. 

This role places a heavy and critical emphasis on directly connecting with and supporting our customers. You will find and respond to customer challenges wherever they are expressed online (usually facebook) and directly work with customers to attempt to help them overcome their challenges. 

In other words, you'll be the voice of the customer!

• Become a customer champion: Interact directly with users via chat, email, and phone to understand their challenges and identify software bugs.
• Turn feedback into action: Analyze customer defect reports, calls and social media conversations to create clear and actionable bug reports for developers.
• Track customer sentiment on social media: Monitor platforms like Facebook and Reddit to identify and address customer concerns about our software.
• Customer Empathy and Support: Ability to build rapport with customers, actively listen to their concerns, and provide empathetic and kind support throughout the troubleshooting process.
• Collaborate for success: Work closely with product, development, and support teams to prioritize and fix issues efficiently.
• Proactive problem-solving: Anticipate areas for improvement based on customer feedback and field observations.
• Communication is key: Keep stakeholders informed on the status of identified issues and bug fixes.
• Always improving: Continuously refine how we collect, analyze, and respond to customer feedback to ensure top-notch product quality and happy users.

Qualifications

The ideal candidate will likely come from a growing consumer-facing technical company with a hardware & software product actively in the marketplace. We are seeking individuals with an ability to genuinely connect with and support our community of customers and creators. However, this is still a very hands-on technical position! 

Leveraging your twelve-plus years of Quality Assurance leadership experience, you will connect with customers via social media and online platforms and find ways to troubleshoot and help solve their challenges with our products. You will also log, track and document issues in our internal systems, helping to replicate and analyze technical challenges for our team to solve long-term. Your data and feedback will be crucial to the long-term development and improvement of our software and hardware products.

Experience: 

• Minimum of 12 years of post-graduate experience in software quality assurance, with a focus on reliability and field quality.
• Proven experience in directly communicating with customers to gather detailed information about field issues and understand their pain points.
• Strong ability to analyze field defect reports and customer feedback, extracting relevant details and insights to formulate clear and actionable bug reports for the development team.
• Experience in monitoring social media platforms (e.g., Facebook, Reddit) to identify customer posts and comments related to software products.
• Experience engaging with customers to investigate reported issues and determine root causes.
• In-depth knowledge of troubleshooting Windows, macOS, iOS, and Android OS issues.
• Proficiency in troubleshooting Antivirus software, Firewalls, and other system security tools.
• Excellent analytical and problem-solving skills, with a keen attention to detail.
• Strong understanding of software development lifecycle methodologies (SDLC) such as Agile and Scrum.
• Experience with test automation tools and frameworks (e.g., Selenium, JUnit, TestNG) is a plus.

Skills:

• Excellent communication and collaboration skills, with the ability to work effectively in a cross-functional team environment.
• Experience with cloud-based technologies and distributed systems is a plus.

Education:

• Bachelor's degree in Computer Science, Engineering, or a related field; an advanced degree (e.g., Master's) is a plus.

Additional Information

Some additional things to be aware of (Please read):

• Hybrid Schedule: This position is in South Jordan, Utah and requires a hybrid schedule of 3-days/week in office (T,W,Th).
• We are not hiring people who wish to work outside of the state of Utah and abide our hybrid work requirement (see above). Limited relocation assistance may be provided to qualified applicants who are already residing in the United States and able to relocate immediately upon hiring. 
• The position is available because the person currently in the position is leaving to pursue another opportunity.

What to Do Next: Please attach your resume, cover letter and include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information.

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. 

Cricut participates in E-Verify.

Please Do Not Apply if you have not carefully read the unique requirements of this role