Senior SaaS CX QA Test Engineer

Job Description

Position Summary:

The Senior SaaS CX QA Test Engineer will work within our Cloud Technical Support (CTS) team under the Siemens Digital Industries Global Customer Success and Support organization (GCSS).  This position will provide leadership and guidance in how we perform, investigate, and report on end-to-end UAT and validate customer experience (CX) for all new Digital Industries Software (DI SW) SaaS Applications prior to launch.  It will specifically focus on creating the test framework that we will apply to all new SaaS products, implementing that framework, and then carrying out tests that validate the end-to-end customer experience.  This position will work closely with the other SaaS CX QA Engineers on the team to follow our alignment between Product functionality and the DI SW supporting systems.  This role will also be directly involved with the investigation and resolution of identified issues prior to, and after the application is launched.

This role will require the candidate to:

Develop and implement a comprehensive QA and UAT framework to cover all aspects of the SaaS customer experience, from Product functionality to supporting business systems.
Work with Product Management and R&D teams to validate that the application’s user interface delivers the expected customer experience and follows set standards.
Test and validate that all DI SW supporting systems deliver a consistent and optimized end-to-end customer experience that is aligned with Product functionality.  This will include the following: Customer Success, Operations/Infrastructure, Sales (quote to order), Licensing, Digital Storefront, Marketing, Finance, Security / Authentication, Support Operations, Legal, and our Indirect/Partner channel.
Design and implement test automation that allows us to scale our QA and UAT testing across multiple products and geographies. This will include both pre- and post-launch focus and leverage existing test procedures/teams where possible.
Investigate CX-related issues identified during UAT and work with responsible team(s) to resolve.
Develop a reporting solution and comprehensive metrics to provide UAT feedback to Senior Leadership prior to application launch go/no-go decision.
Work with minimal supervision on complex issues and ability to make independent judgment and discretion.
Skills that would enable the candidate to be successful include:

A customer-focused technical support professional who understands what a well-designed SaaS CX involves and has a passion to engage our internal colleagues in delivering that end-to-end CX in the SaaS applications we bring to market.
Product and/or UAT test development – and most importantly automation of those test plans wherever possible.
An understanding of the Siemens DI SW organization (inside and outside our Customer Success team) that will have an impact on customer experience.   Coordinate with those teams to solve issues identified during the UAT phase.
Reporting and analytics development that capture KPIs we will use to make leadership and product launch decisions.
An inquisitive mind, willingness to learn, and ability to fail fast to keep progress moving forward.
Required knowledge and experience:

Bachelor’s degree in information systems, engineering, computer science, or equivalent work experience
5+ years’ experience minimum, 7+ years preferred, in customer-facing technical support and/or SW test and QA role.
Prior Cloud/SaaS product Support is required, with a focus on the end-to-end journey preferred.
Relevant proficiency in Cloud and SaaS application development, with a focus on SW QA testing and UAT
Excellent verbal and written communication skills.

Organization: Digital Industries

Company: Siemens Industry Software (India) Private Limited

Experience Level: Experienced Professional

Job Type: Full-time

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