Customer Support & Product Quality Coordinator

We are looking for a detail-oriented and communicative Customer Support & Product Quality Coordinator to join our team at Deskpro, a growing help desk software company. In this role, you will take ownership of the defect lifecycle, ensuring all reported defects are accurately documented, categorised, and efficiently progressed to resolution. You will act as a key bridge between our customer success team, engineering, and devops, playing an essential part in maintaining the stability and quality of our product while ensuring a positive experience for both our customers and internal teams.

As a Product Support Engineer, you will:

• Liaise closely with our customer success team and customers to accurately replicate reported issues, ensuring clear and actionable defect reports.
• Verify that all reported defects contain sufficient detail and context for our engineering team to investigate and resolve efficiently.
• Collaborate with developers and devops to troubleshoot and fix customer-specific infrastructure or data issues as they arise.
• Ensure defects are properly categorised, prioritised, and documented to support accurate reporting and analysis.
• Maintain clear communication with relevant stakeholders throughout the defect lifecycle, keeping them informed of progress and outcomes.
• Review and triage the defect backlog regularly, closing any stale or redundant reports and keeping the backlog clean and actionable.
• Advocate for continuous improvements to the defect management process, contributing to a more effective and streamlined workflow.

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