QA & Technical Support Engineer

About Us

Effy (Rayles and Roobie Technologies Pvt. Ltd.) is a Chennai-based custom software development company and Freshworks Premium System Integration Partner, building integrations, middleware/APIs, and marketplace apps for clients across fintech, retail, media, and legal sectors. This role owns quality assurance across all client integrations and Freshworks marketplace apps and also acts as the technical point of contact for support requests raised by clients, customers, and partners making this a hybrid QA and technical support/customer success role.

Key Responsibilities

• Quality Assurance - Integrations & Marketplace Apps
• Design, execute, and maintain test plans and test cases for all client integrations (API-led, point-to-point, cloud-based, and event-driven) across platforms such as Freshdesk, Freshservice, Freshsales, Freshchat, Freshcaller, Freshmarketer, and third-party systems (e.g., Shopify, Magento, ServiceNow, and Azure AD).
• Perform functional, regression, integration, and end-to-end testing for all Freshworks marketplace apps prior to release and after every update.
• Validate data migrations and middleware/API connections for data accuracy, reliability, and basic security considerations.
• Log, track, and triage defects through resolution, working closely with developers and project managers.
• Contribute to building and maintaining automated test scripts and suites where applicable to improve coverage and release speed.
• Support release management by signing off on builds before deployment to production or the Freshworks Marketplace.
• Maintain test documentation, checklists, and QA metrics/reports for ongoing and completed projects.
• Technical Customer Success & Support
• Serve as the first technical point of contact for support requests from clients, customers, and partners across all live integrations and marketplace apps.
• Triage, reproduce, and resolve reported issues; escalate complex or product-level bugs to the relevant development team with clear reproduction steps.
• Track support tickets end-to-end, ensuring timely responses and resolutions in line with agreed SLAs.
• Communicate clearly with clients, customers, and partners, translating technical issues and fixes into plain-language updates.
• Maintain and update internal knowledge bases, FAQs, and troubleshooting guides based on recurring issues.
• Identify patterns in support requests and feed them back into the QA process to prevent recurrence.

Required Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 2–4 years of experience in software testing/QA, ideally including SaaS integrations or API testing.
• Solid understanding of manual and automated testing methodologies (functional, regression, integration, UAT).
• Working knowledge of API testing tools such as Postman and REST/SOAP testing tools.
• Working knowledge of issue-tracking tools such as Jira or similar platforms.
• Familiarity with the software development lifecycle (SDLC) and agile/sprint-based delivery.
• Basic understanding of databases such as MySQL, PostgreSQL, or MongoDB for data validation.
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical clients.
• Customer-facing experience or demonstrated comfort handling support tickets and client communication.
• Strong analytical and problem-solving skills with close attention to detail.

Preferred Skills

• Prior hands-on experience with Freshworks products (Freshdesk, Freshservice, Freshsales, Freshchat, Freshcaller, or Freshmarketer) as a user, tester, or support agent.
• Experience testing marketplace/plugin apps for any SaaS ecosystem (Freshworks, Salesforce, Zendesk, Shopify, etc.).
• Exposure to automated testing frameworks (Selenium, Cypress, Postman collections/Newman) and CI/CD pipelines.
• Experience with middleware, webhooks, or event-driven integration testing.
• Basic proficiency in JavaScript, Node.js, or Python.
• Prior experience in a customer success, technical support, or solutions engineering role.
• ISTQB or equivalent QA certification.

What We Offer

• The opportunity to own quality end-to-end across a live, growing portfolio of client integrations and Freshworks marketplace apps.
• Direct exposure to enterprise clients across fintech, retail, media, and legal sectors.
• A collaborative, culture-first engineering environment centered on client success and continuous learning.
• Competitive compensation aligned with experience.