The 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 execute our plan to 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 follow the test framework for all new SaaS products and carry out these tests to validate the end-to-end customer experience. This position will work closely with the other SaaS CX QA Engineers on the team to ensure 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:
Follow our QA and UAT framework to test all aspects of the SaaS customer experience, from Product functionality to supporting business systems.
Work with Product Management and R&D teams to investigate any application user interface issues that do not deliver the expected customer experience or follow 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.
Assist the team with implementing 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.
Ensure our reporting and KPI metrics are accurate 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 or SW test Engineer 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 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
3+ years’ experience minimum, 5+ years preferred, in a SW test, QA, or UAT 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 (Shanghai) Co., Ltd.
Experience Level: Early Professional
Job Type: Full-time