Unleashed Brands Jobs (NOW HIRING)

Job Summary:
Unleashed Brands is a company focused on curating and growing a portfolio of innovative brands that help kids learn, play, and grow. The Technical Support & QA Specialist serves as a vital link between support and engineering, ensuring technical issues are resolved efficiently and validating new features before deployment.
Responsibilities:
• Serve as the bridge between the Level 1 support team and the technical engineering team, owning the escalation path so issues don't stall between groups.
• Triage incoming escalations in Zendesk across all brands (Urban Air, The Little Gym, Sylvan, Snapology, Premier Martial Arts, Water Wings, XP League), reproducing issues and gathering the technical detail engineering needs before handoff.
• Investigate ticket comment threads and system behavior to distinguish true defects from configuration or training issues, reducing noise reaching engineering.
• Identify recurring issue clusters (e.g., release-driven complaint spikes, billing anomalies) and flag them early to the SVP of Technology and engineering leadership.
• Maintain escalation quality — well-documented, reproducible tickets with clear severity — so engineering can act without round-trips.
• Write and run SQL queries against the Command Center production database to answer operational questions, validate data, and support program and feature launches.
• Execute production scripts for new product and feature rollouts (data setup, backfills, validation queries), following change-control and review practices.
• Verify data integrity across the platform and the downstream Microsoft Fabric / PowerBI pipeline, surfacing discrepancies before they reach reporting.
• Produce ad-hoc data pulls and adoption/enrollment analyses (e.g., program adoption rates, center-level engagement) that inform operational decisions.
• QA new features, enhancements, and bug fixes for the development team across Command Center and the KidHub app before release.
• Build and execute test cases and test plans, including edge cases around payments, entitlements, promo codes, and configuration that have historically caused franchisee-facing issues.
• Validate feature behavior against Jira ticket requirements and acceptance criteria, confirming a ticket is truly Done before it appears on a release.
• Document defects clearly in Jira with reproduction steps, expected vs. actual behavior, and supporting evidence.
• Partner closely with engineering and the dev partner to turn around QA feedback quickly within release timelines.
• Sit on releases, hot fixes, and scheduled deployments, providing real-time validation and acting as the first line of verification post-deploy.
• Run smoke tests and post-deployment checks to confirm releases behave as expected in production before franchisees are impacted.
• Support the release-to-communication handoff, supplying verified, plain-language detail on what shipped for franchisee-facing release notes.
• Respond rapidly during incidents and hot fixes — reproducing, validating fixes, and confirming resolution — to compress time-to-resolution.
Qualifications:
Required:
• 3+ years in a technical support, QA, or technical operations role, ideally in a SaaS or multi-location/franchise environment.
• Working SQL proficiency — able to write, read, and safely run queries and scripts against a production database.
• Hands-on QA experience: writing test cases, regression testing, and validating against defined acceptance criteria.
• Experience with ticketing and issue-tracking systems (Zendesk and Jira, or close equivalents).
• Comfort working across the boundary between non-technical support staff and technical engineering teams, translating in both directions.
• Strong, clear written communication and meticulous documentation habits.
• Sound judgment around production changes, change control, and the difference between a defect and a configuration issue.
Preferred:
• Familiarity with the platform's stack or close analogs: Microsoft Fabric / PowerBI, Auth0, payments platforms (e.g., JustiFi), and cloud/dev tooling (Azure, GitHub).
• Experience supporting mobile applications alongside web platforms.
• Exposure to deployment/release management practices and on-call or release-window rotations.
• Understanding of payments, billing, subscriptions, and recurring-billing edge cases.
• Experience in a franchise or multi-brand operating model.
Company:
Unleashed Brands IS the most innovative and profitable brands that help kids learn, play and grow. Founded in 2021, the company is headquartered in Bedford, USA, with a team of 5001-10000 employees. The company is currently Late Stage.