Technical Support & Quality Assurance Specialist - (U.S. Based - Remote)

Summary

Lyrasis is a nonprofit membership organization that supports enduring access to academic, scientific, and cultural heritage through open technologies, content services, and digital solutions. The Technical Support and Quality Assurance Specialist will test and validate ebook and audiobook mobile and web applications, document defects, and perform regression testing. The role will also troubleshoot user issues, maintain support documentation, escalate confirmed bugs, and provide technical support to partner libraries.

Responsibilities

• Execute manual test cases for iOS and Android mobile applications, with a focus on ebooks, audiobooks, reading/listening features, and user workflows
• Test new features, bug fixes, and releases across multiple devices, OS versions, and app configurations
• Identify, document, and track defects with clear reproduction steps, screenshots, logs, and expected vs. actual results
• Validate fixes and perform regression testing prior to releases
• Collaborate closely with product managers, designers, and developers to clarify requirements and expected behavior
• Contribute to test plans, test cases, and QA documentation
• Help improve QA processes and release readiness over time
• Respond to user-reported issues via support tickets, email, and helpdesk tools
• Troubleshoot common issues such as login problems, downloads, syncing, DRM/access errors, and playback or reading issues
• Reproduce reported bugs and escalate confirmed defects to the development team
• Communicate clearly with users, providing timely updates and practical solutions
• Maintain internal knowledge base articles, FAQs, and troubleshooting guides
• Identify recurring issues and proactively flag trends or product improvements
• Be available for on-call during Lyrasis office closures and holidays, providing oversight and coverage for incoming technical support requests
• Provide backup support for the operations teams during times of heavy onboarding, assisting with configurations and implementations on behalf of partner libraries

Skills

• 1-3+ years of experience in QA testing, technical support, or a hybrid role
• Strong attention to detail and ability to follow complex workflows
• Because Lyrasis is a fully remote organization, excellent written communication skills are required
• Comfort using issue tracking and ticketing systems (e.g., Jira, Zendesk, Freshdesk, Helpspot, or similar)
• Ability to explain technical issues in clear, user-friendly language
• Basic understanding of mobile app concepts such as releases, environments, builds, and APIs
• Experience working for or with libraries, education, or publishing technology
• Highly organized and process-oriented
• Curious and persistent when troubleshooting issues
• Empathetic and user-centric mindset
• Comfortable juggling testing deadlines and support priorities
• Collaborative and communicative across technical and non-technical teams
• Able to operate autonomously while meeting objectives
• This position is fully remote and requires sedentary work that primarily involves sitting/standing. Incumbent must be able to meet and communicate regularly via Zoom, Microsoft Teams, and/or other teleconferencing means
• While this position is 100% remote, it ***requires*** occasional travel to Lyrasis company events and in-person professional development and conferences
• Hands-on experience testing mobile applications (iOS and/or Android)
• Experience with ebook, audiobook, or digital content platforms
• Familiarity with DRM, digital licensing, or content access models
• Experience testing accessibility features (e.g., font scaling, screen readers)
• Knowledge of QA best practices and test case management tools
• Basic understanding of the software development lifecycle and Agile Framework
• Exposure to log analysis, API testing tools, or SQL (not required)

Qualifications

Must Haves

• 1-3+ years of experience in QA testing, technical support, or a hybrid role
• Strong attention to detail and ability to follow complex workflows
• Because Lyrasis is a fully remote organization, excellent written communication skills are required
• Comfort using issue tracking and ticketing systems (e.g., Jira, Zendesk, Freshdesk, Helpspot, or similar)
• Ability to explain technical issues in clear, user-friendly language
• Basic understanding of mobile app concepts such as releases, environments, builds, and APIs
• Experience working for or with libraries, education, or publishing technology
• Highly organized and process-oriented
• Curious and persistent when troubleshooting issues
• Empathetic and user-centric mindset
• Comfortable juggling testing deadlines and support priorities
• Collaborative and communicative across technical and non-technical teams
• Able to operate autonomously while meeting objectives
• This position is fully remote and requires sedentary work that primarily involves sitting/standing. Incumbent must be able to meet and communicate regularly via Zoom, Microsoft Teams, and/or other teleconferencing means
• While this position is 100% remote, it ***requires*** occasional travel to Lyrasis company events and in-person professional development and conferences

Nice to Haves

• Hands-on experience testing mobile applications (iOS and/or Android)
• Experience with ebook, audiobook, or digital content platforms
• Familiarity with DRM, digital licensing, or content access models
• Experience testing accessibility features (e.g., font scaling, screen readers)
• Knowledge of QA best practices and test case management tools
• Basic understanding of the software development lifecycle and Agile Framework
• Exposure to log analysis, API testing tools, or SQL (not required)

Benefits

• This position is fully remote