Hirschbach Motor Lines
Quality Support Analyst
The Quality Support Analyst at Hirschbach plays a key role in ensuring the delivery of high-quality, reliable, and user-friendly technology solutions by supporting both internal users and external stakeholders. This role is responsible for analyzing, validating, and escalating software defects, maintaining clear documentation, and contributing to continuous improvement across product support workflows. The Quality Support Analyst works closely with product, engineering, and operations teams to ensure that issues are identified early, resolved quickly, and communicated effectively. This position requires strong analytical thinking, technical curiosity, and a service-oriented mindset to help reduce operational friction and improve user satisfaction across Hirschbach's digital tools. Responsibilities: Support & Issue Management
Issue Triage: Act as the first line of technical triage for reported issues, identifying whether problems are data-related, user error, configuration, or potential defects. Reproduction & Documentation: Reproduce and document defects clearly, providing steps to replicate, environment details, screenshots/logs, and impact assessments. Escalation & Follow-up: Collaborate with engineering teams to ensure timely escalation and resolution of high-impact or persistent issues, following through on tickets until closure. Knowledge Base Maintenance: Contribute to internal and external documentation, FAQs, and training materials based on issue trends and resolved cases. Software Support: Contribution to maintenance and function of software including but not limited to configuration, updates, and functional tasks. Operational Improvement: Active improvement of software support operations and activities. Quality Assurance & Validation
Regression Testing Support: Assist in manual regression testing efforts before major releases or critical deployments. Acceptance Testing: Partner with QA and product teams to validate that delivered features meet business requirements and user expectations. Release Readiness: Participate in release planning to identify risks, readiness gaps, and communication needs prior to rollouts. Cross-Functional Collaboration
Stakeholder Communication: Act as a liaison between engineering, operations, and product, ensuring support feedback is represented during sprint planning and feature prioritization. Feedback Loops: Provide data-driven insights into recurring issues, usage challenges, and support themes that can influence roadmap and design decisions. Data & Metrics
Issue Analytics: Track issue volume, response/resolution time, and user satisfaction for continuous improvement. Root Cause Insights: Identify trends in recurring issues and recommend proactive steps to prevent future incidents. Support KPIs: Contribute to key support performance indicators, including first response time, escalation rate, and resolution quality. Qualifications: Education
Associate or Bachelor's degree in Information Systems, Business, Computer Science, or a related field. Experience
24 years of experience in technical support, QA, or business systems analysis. Domain Knowledge: Experience in the transportation or logistics industry is a plus. Skills
Analytical Thinking: Ability to investigate and interpret issues logically and recommend actionable solutions. Technical Acumen: Comfortable navigating software tools, APIs, logs, and basic SQL or data queries to assist with troubleshooting. Customer Focus: Strong empathy for end users and a commitment to delivering exceptional support experiences. Communication: Clear and concise written and verbal communication, especially in documenting complex issues for engineering or training materials. Attention to Detail: Thorough and systematic testing, documentation, and issue reproduction. Tool Proficiency: Familiarity with Jira, Confluence, support ticketing systems (e.g., Zendesk, Freshdesk), and test management tools. Collaboration: Ability to work across multiple teams and functions, balancing speed with accuracy. Continuous Improvement: Driven to identify inefficiencies in support and QA processes and contribute to long-term improvements.
The Quality Support Analyst at Hirschbach plays a key role in ensuring the delivery of high-quality, reliable, and user-friendly technology solutions by supporting both internal users and external stakeholders. This role is responsible for analyzing, validating, and escalating software defects, maintaining clear documentation, and contributing to continuous improvement across product support workflows. The Quality Support Analyst works closely with product, engineering, and operations teams to ensure that issues are identified early, resolved quickly, and communicated effectively. This position requires strong analytical thinking, technical curiosity, and a service-oriented mindset to help reduce operational friction and improve user satisfaction across Hirschbach's digital tools. Responsibilities: Support & Issue Management
Issue Triage: Act as the first line of technical triage for reported issues, identifying whether problems are data-related, user error, configuration, or potential defects. Reproduction & Documentation: Reproduce and document defects clearly, providing steps to replicate, environment details, screenshots/logs, and impact assessments. Escalation & Follow-up: Collaborate with engineering teams to ensure timely escalation and resolution of high-impact or persistent issues, following through on tickets until closure. Knowledge Base Maintenance: Contribute to internal and external documentation, FAQs, and training materials based on issue trends and resolved cases. Software Support: Contribution to maintenance and function of software including but not limited to configuration, updates, and functional tasks. Operational Improvement: Active improvement of software support operations and activities. Quality Assurance & Validation
Regression Testing Support: Assist in manual regression testing efforts before major releases or critical deployments. Acceptance Testing: Partner with QA and product teams to validate that delivered features meet business requirements and user expectations. Release Readiness: Participate in release planning to identify risks, readiness gaps, and communication needs prior to rollouts. Cross-Functional Collaboration
Stakeholder Communication: Act as a liaison between engineering, operations, and product, ensuring support feedback is represented during sprint planning and feature prioritization. Feedback Loops: Provide data-driven insights into recurring issues, usage challenges, and support themes that can influence roadmap and design decisions. Data & Metrics
Issue Analytics: Track issue volume, response/resolution time, and user satisfaction for continuous improvement. Root Cause Insights: Identify trends in recurring issues and recommend proactive steps to prevent future incidents. Support KPIs: Contribute to key support performance indicators, including first response time, escalation rate, and resolution quality. Qualifications: Education
Associate or Bachelor's degree in Information Systems, Business, Computer Science, or a related field. Experience
24 years of experience in technical support, QA, or business systems analysis. Domain Knowledge: Experience in the transportation or logistics industry is a plus. Skills
Analytical Thinking: Ability to investigate and interpret issues logically and recommend actionable solutions. Technical Acumen: Comfortable navigating software tools, APIs, logs, and basic SQL or data queries to assist with troubleshooting. Customer Focus: Strong empathy for end users and a commitment to delivering exceptional support experiences. Communication: Clear and concise written and verbal communication, especially in documenting complex issues for engineering or training materials. Attention to Detail: Thorough and systematic testing, documentation, and issue reproduction. Tool Proficiency: Familiarity with Jira, Confluence, support ticketing systems (e.g., Zendesk, Freshdesk), and test management tools. Collaboration: Ability to work across multiple teams and functions, balancing speed with accuracy. Continuous Improvement: Driven to identify inefficiencies in support and QA processes and contribute to long-term improvements.