Manual QA Engineer

Progress Partners is a fast-growing technology company building and scaling next-generation SaaS and mobile platforms. We blend creativity with data-driven execution to ship high-impact products, including AI-powered tools, productivity platforms, and workflow software, used by millions of people in more than 160 countries.

Our global team of experts in software development, product design, growth, and analytics collaborates across time zones to deliver category-defining innovations. We work end-to-end across the product lifecycle: design, build, launch, and scale.

About the Role

Hi, I'm Bohdan, Head of Customer Support at Progress Partners, and I'm hiring a Manual QA Engineer to join my team. Our support operation runs on connected tools (Zendesk, Twilio, Outlook, Gmail, in-house admin panels, and our product APIs), all tied together by flows, triggers, and automations. Until now, we've borrowed QA help from other teams, but as support grows, we need someone who owns this full-time. You'll ensure every email turns into the right ticket, every call routes correctly, and every automation does what it promises, so our customers get reliable support and my team can trust the systems they use every day.

What You’ll Do

• Own the quality of our support flows, funnels, and automations end-to-end, catching issues before they reach customers or agents.

• Reproduce real customer scenarios across Zendesk, Outlook, Gmail, and our in-house admin panels, confirming that emails arrive, tickets are created, and triggers fire as expected.

• Validate phone number routing and call flows in Twilio, so every customer reaches the right person the first time.

• Test API integrations across Zendesk, Twilio, and our product as one connected system, not as isolated features, so data moves reliably between them.

• Turn findings into fixes by writing clear, reproducible bug reports and working with the people who build and maintain our tools.

What We’re Looking For

• 3+ years of experience in manual QA or software testing.

• Hands-on experience with Zendesk, or a comparable support CRM such as Freshdesk, Intercom, or Salesforce Service Cloud, including its triggers, automations, and workflows.

• Proven experience testing API integrations that span multiple services, not only single product features.

• A methodical, detail-oriented approach to designing test scenarios and documenting results.

• Strong written and verbal communication in English and the ability to work autonomously in a remote, async environment.

• Comfort with ownership, transparency, and a results-driven mindset.

Nice to Have

• Experience with Twilio or other telephony and call-routing platforms.

• Familiarity with API testing tools such as Postman, and comfort reading API docs, JSON payloads, and logs.

• A background working in or closely alongside a customer support team.

How We Work

We’re fully remote and distributed across time zones. We default to async, communicate in writing, and trust people to deliver outcomes, not log hours. Decisions are transparent, ownership is clear, and your work is visible from day one.

Interview Process

We've designed our interview process to be transparent, respectful of your time, and a genuine two-way conversation. You'll always know what stage you're at, what to expect next, and roughly how long things will take.

• Initial screen with our Talent Acquisition Team - 30 min

• Technical interview with our Hiring Manager - 60 min

• Final interview with Head of Customer Support - 45 min

What We Offer

• Remote-first: Live and work wherever you're happiest and most productive. No relocation, ever.

• Flexible hours: We measure outcomes, not time spent at a desk.

• Unlimited PTO: Take the time you need to rest, recharge, and do your best work.

• Learning & development budget: Courses, books, conferences, certifications, whatever helps you grow.

• Home office & wellness allowance: A dedicated budget to set up your workspace and support your health.

• A small, senior, collaborative team where your work is visible and your decisions matter.

• The chance to build products used by millions of people across 160+ countries.