QA Engineer (service desk)

Accountabilities:: Investigate customer-reported bugs, technical issues, and product incidents from initial report through final resolution. Reproduce reported issues, identify potential root causes, and gather the technical and business context required for effective investigation. Analyze application logs, API requests and responses, database records, historical support tickets, documentation, and previous incidents to understand product behavior. Collaborate closely with QA engineers, developers, Business Analysts, and other stakeholders to gather missing information and move issues toward resolution. Take ownership of assigned support cases and proactively follow up with relevant stakeholders until a clear explanation, workaround, or permanent solution is identified. Distinguish between genuine software defects, configuration issues, integration problems, data-related cases, and expected product behavior. Validate bug fixes and conduct targeted regression testing to confirm that resolved issues do not introduce problems in related functionality. Produce clear and comprehensive bug reports containing reproduction steps, supporting evidence, logs, request and response data, and an assessment of business or customer impact. Maintain and expand knowledge across internal documentation, historical cases, support records, and other systems to make future investigations faster and more effective. Identify recurring issues and contribute ideas and improvements to QA, support, incident investigation, and troubleshooting processes. Support the broader software development lifecycle by providing actionable quality insights and helping teams maintain high product standards. Requirements: 3+ years of experience in manual and semi-automated testing of web-based applications. 2+ years of practical experience with API testing, including authentication flows, error handling, request and response validation, and payload testing. Previous experience testing payment systems, transactional workflows, and basic third-party integrations. Experience with responsive design testing, browser developer tools, network analysis, and cross-platform validation. Practical knowledge of tools such as Postman, Chrome DevTools, Swagger, and test management platforms such as TestRail or Xray. Good understanding of frontend and backend architecture, including REST APIs, session management, integrations, and data flows. Working knowledge of SQL for validating data and checking backend consistency. Solid understanding of SDLC, STLC, and Agile methodologies, including Scrum and/or Kanban. Strong attention to detail and a "pixel-perfect" mindset, with the ability to quickly identify visual, functional, and behavioral UI issues. Strong analytical and investigative skills, with the ability to break down complex technical problems and identify relevant evidence. Proactive approach with a strong sense of ownership and the ability to independently manage investigations and follow-ups. Clear written and verbal communication skills, particularly when documenting technical issues and collaborating with different teams. Experience working in a service desk, technical support, or customer-facing troubleshooting environment is an advantage. Experience with payment methods or financial technology products is particularly valuable. Ability to work effectively in a distributed, remote-first team and within Central European Time (CET) working hours. Benefits: Competitive compensation package based on your experience and professional background. Fully remote working model, with the flexibility to work from your preferred location within the supported European regions. Flexible working hours aligned with the Central European Time (CET) zone. 19 business days of flexible paid time off (PTO). Friendly, supportive, and values-driven working environment. Opportunity to develop your QA and technical investigation skills within a fast-growing fintech environment. Regular opportunities to participate in industry conferences and community events, both as an attendee and contributor. Matrix organizational structure designed to facilitate communication, reduce unnecessary barriers, and promote efficient collaboration. Exposure to payment technologies, transactional systems, APIs, integrations, and complex web applications. Remote-first international environment with opportunities to collaborate across different teams and locations.