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Employer

Wise Systems, Inc.

Job Title

Director of Support &Test Engineering

Job Requisition

20139.13.8

Job Location

Cambridge, Massachusetts

Job Duties

• Oversees the strategic direction, development, and operational execution of the support and QA functions.
• Ensuring product reliability, customer satisfaction, and the continuous enhancement of service delivery standards. Setting the vision, strategy, and leadership for customer and partner support, incident response, cross-functional team collaboration, and technological innovations to achieve excellence in support and QA operations.
• Works closely with the executive leadership to ensure the prioritization of company goals and reports directly to the Chief Technology Officer.
• Key contact for customer and partners for all matters related to support.
• Lead the strategic planning and execution of Support and QA initiatives, aligning with company objectives and customer expectations.
• Provide oversight for the Support and QA teams, including On-call, Manual Testing, Automation Testing, Level 1 and Level 2 Support, and Product Innovation teams.
• Serve as the Incident Commander for Severity 1 issues, overseeing the resolution process, risk mitigation, and ensuring minimal impact on customer experience and business operations.
• Establish and oversee a comprehensive QA strategy, ensuring product performance, reliability, and scalability.
• Lead and manage GenAI initiatives, encompassing the development of internal tools and the creation of innovative products for customers.
• Lead, mentor, and develop diverse teams, fostering an environment of innovation, collaboration, and continuous improvement.
• Focus on advancing junior members to senior positions over time.
• Collaborate with senior executives, stakeholders, and customers to ensure alignment with business goals and customer needs.
• Communicate complex technical issues to non-technical stakeholders effectively.
• Demonstrate proven ability to lead and manage support and QA functions, driving operational excellence and technological innovation.

5% domestic (U.S.) travel is required.
Telecommuting permitted up to 100%.

Job Requirements

Employer will accept a Bachelor's degree (or foreign equivalent) in Computer Science or related field and 3 years of experience in the job offered or in a Director of Support & Test Engineering-related occupation. Position requires demonstrable experience in the following:

• Demonstrating success in developing and implementing high-level API tools/scripts, integrations, and aiding significant migrations, showcasing expertise in technological adaptation and solution deployment.
• Demonstrating familiarity with JavaScript, webdriver.io, and Locust (Python).
• Demonstrating expertise in Python, AWS, SQL, and Serverless Architecture.
• Managing Severity 1 issues with exceptional problem-solving skills and the ability to work under high pressure.
• Demonstrating comprehensive knowledge in setting up and managing QA pipelines, ensuring product quality and performance.
• Demonstrating strong organizational and program management skills, capable of leading multiple teams and large-scale projects simultaneously to successful completion.
• Demonstrating exceptional ability in strategic vision, planning, and execution, ensuring alignment with engineering department goals and customer needs.

5% domestic (U.S.) travel is required.

Telecommuting permitted up to 100%.

Contact Instructions

To apply, please email resume to asheehan@wisesystems.com referencing job code 20139.13.8.