QA Engineer (service desk)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a QA Engineer (Service Desk) based in Italy. This role combines quality assurance expertise with hands-on investigation and service desk responsibilities in a fast-moving fintech environment. You will investigate customer-reported issues and work closely with technical teams to drive them through to resolution. Your work will directly contribute to the reliability, performance, and quality of payment and financial technology solutions. You’ll analyze APIs, logs, databases, documentation, and historical incidents to identify root causes and product behavior. The position offers broad exposure to web applications, payment systems, integrations, and end-to-end software development processes. You’ll work in a remote-first, international environment where ownership, analytical thinking, and proactive communication are highly valued. It’s an opportunity to strengthen both your QA expertise and your understanding of complex fintech products and customer-facing issues. 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.