Software Quality & Support Senior Manager

Software Quality & Support Senior Manager

Bosta is on a mission to revolutionize the e-commerce post-purchase experience. We're building a new, end-to-end logistics infrastructure, from first mile to last mile, powered by tech that puts customers first. By removing the pain points in delivery and returns, Bosta creates deeper loyalty and trust between brands and their customers.

Bosta is seeking a sharp, analytical, and technically grounded leader for the Software Quality & Support function. This role consolidates ownership of Quality Assurance (QA) and Software Support, ensuring our engineering outputs are robust, scalable, and reliable while production issues are rapidly diagnosed and resolved. The ideal candidate will possess a deep understanding of modern software systems and troubleshooting methodologies. You will be responsible for embedding quality throughout the software lifecycle and leading a high-performing support team capable of analyzing and solving issues across our complex technical environment.

Key Responsibilities

• Define and drive the company-wide QA strategy, including both manual and automated testing.
• Ensure rigorous testing standards are applied consistently throughout development sprints.
• Lead the adoption of test automation tools and frameworks to increase release confidence.
• Oversee the design of test plans, test cases, and execution cycles aligned with feature roadmaps.
• Ensure quality gates are in place for deployments, using metrics like code coverage, regression rate, and release defect rate.
• Collaborate with developers to foster a shift-left testing mindset across engineering squads.
• Manage and continuously improve the Level 2 Software Support team responsible for investigating and resolving production incidents and escalated issues.
• Lead structured root cause analysis (RCA) for critical incidents, ensuring learnings are captured and translated into preventive measures.
• Ensure accurate categorization, documentation, and timely resolution of support tickets, bugs, and system anomalies.
• Use observability and tracing tools (e.g., Datadog, Kibana, Sentry) to diagnose issues within distributed systems.
• Collaborate closely with development teams to reduce recurring support issues and address technical debt.
• Define and monitor support metrics like incident MTTR (Mean Time to Resolution), ticket backlog, and recurrence rate.
• Provide hands-on technical guidance to the team in debugging and tracing complex issues.
• Encourage knowledge sharing and build a repository of known issues, fixes, and support playbooks.
• Act as an internal escalation point for high-severity issues that require in-depth system-level investigation.
• Work closely with DevOps and SREs to analyze logs, metrics, and infrastructure configurations to resolve edge-case incidents.
• Lead and grow a blended team of QA engineers and software support specialists.
• Build a culture of technical ownership, accountability, and continuous improvement.
• Create career development plans, conduct regular feedback cycles, and foster cross-training between QA and support disciplines.
• Participate in engineering leadership forums to represent operational quality and production readiness.
• Align priorities with product, customer success, and engineering to maintain quality across releases and reduce user-impacting issues.

Required Qualifications

• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• 8+ years of experience in software QA, development, or support roles within fast-paced tech environments.
• Strong software troubleshooting skills, with an ability to read logs, inspect APIs, analyze stack traces, and track down root causes.
• Proficiency in at least one scripting or programming language (e.g., Python, JavaScript, Java).
• Familiarity with modern SDLC processes, microservices architectures, REST APIs, and CI/CD pipelines.
• Experience with testing frameworks (e.g., Selenium, Cypress, Postman), observability tools (e.g., Elastic, Grafana), and ticketing systems (e.g., Jira, FreshDesk).

Preferred Qualifications

• Strong understanding of software architecture and the ability to navigate and debug complex distributed systems (e.g., microservices, event-driven architectures).
• Prior experience in leading both QA and support functions, especially in fast-scaling startups or high-growth tech companies.
• Familiarity with performance testing, load testing, and chaos engineering principles.
• Solid experience implementing or auditing QA process standards such as ISTQB, ISO, or Agile Test Maturity Models.
• Proven success in building or improving automated test suites, especially for web and mobile apps.
• Experience designing or integrating with support triage frameworks, such as ticket prioritization logic, automated escalations, or internal knowledge base systems.
• Ability to mentor team members in technical debugging, support traceability, and write RCA documents that feed into long-term product stability.
• Familiarity with customer impact analysis, including quantifying how bugs and outages affect business metrics like churn, conversion, or NPS.
• Strong communication skills, including the ability to translate technical issues to non-technical stakeholders and drive collaborative decision-making.
• Experience working with error tracking, log management, and monitoring tools, such as Sentry, Datadog, New Relic, Kibana, Grafana, and Prometheus.
• Bonus: Experience in logistics, e-commerce, or delivery-tech platforms, where operational accuracy and uptime are critical.