Join a team that shares a passion for building a connected world

Who are we?

QA Cafe is a dynamic software company providing test and analysis solutions for the Internet networking community. We believe that better networks make a better world. Based in Dover, NH, we are passionate about our products and workplace culture. We pride ourselves on offering a great work environment with flexible vacation days, work hours, volunteer days, and other unique benefits. QA Cafe enjoys very low employee turnover, with many employees having long tenures at the company.

Founded in 2001, our customer list includes many well-known brands in the networking industry such as Verizon, AT&T, Comcast, Broadcom, MaxLinear, Google, and Apple.

What is customer support at QA Cafe?

QA Cafe's goal is to deliver the highest quality products and an exceptional user experience while having fun and building our brand. As a key member of the customer support team, you will bridge the gap between our customers and internal teams across development, marketing, and sales. This high-visibility role allows you to make a significant impact within our small company.

What will you do?  

We are looking for an expert problem-solver and excellent communicator with a strong technical background to join our customer support team. You will work directly with a diverse group of customers from around the world in a low-churn, high-touch environment, performing technical support, training, QA, and other customer support and success-related tasks.

Your responsibilities:

• Become an expert user of our core products (CDRouter, CloudShark, Packet Viewer) and provide timely technical support.
• Debug and resolve support requests, track issues, and communicate directly with customers via email, phone, and Zoom.
• Contribute to improving support processes, onboarding new customers, and identifying upsell opportunities.
• Create technical content for our website, webinars, and support site, while fostering strong customer relationships.
• Act as a customer advocate, building trust, loyalty, and ensuring customer success within our community.

What we expect from you:

• Soft skills including empathy, patience, and timeliness
• Attention to detail
• Technical ability and a willingness to learn
• Curiosity and perseverance
• Excellent written and verbal communication skills

What to Expect in This Role

Support requests at QA Cafe vary tremendously in complexity. Some issues may take minutes to resolve, while others could require days or even weeks of investigation. Persistence, strong technical chops, and a keen attention to detail are essential.

Here’s a deeper dive into what you’ll be working on:

• You must understand—or be willing to learn about—complicated networks involving diverse access technologies and protocols, including but not limited to Ethernet, Wi-Fi, DSL, DOCSIS, GPON, FWA, DHCP, PPPoE, and IPv6.
• A significant portion of your time will be spent analyzing comprehensive log and network capture files to identify the source(s) of test failures and reported issues.
• Once you've identified the problem, communication is key. You'll need to clearly and effectively convey your findings to customers and internal teams. Making complicated topics easy to understand is something we excel at—and we expect the same from you.
• You may need to create reproduction scenarios to help troubleshoot customer issues, assist our development team, and improve our internal QA process. These scenarios require a deep understanding of network topology and hands-on problem-solving in our lab.
• Daily work will involve using our tools (see below) to respond to customers, create and track stories, where you’ll create new content, manage merge requests (MRs), and review, approve, and merge MRs.
• Teaching customers how to use our products effectively—and educating them about underlying protocols and network topologies—is a routine part of the job. Our customers appreciate the extra mile we go, and we expect the same level of care and commitment from you.
• You’ll also be documenting bug fixes and feature requests, writing technical content such as emails and support documentation, and presenting findings to both internal stakeholders and customers.

These are the tools we use every day:

• CDRouter, CloudShark, and Packet Viewer: Yes, we use our own products internally every day to assist customers, verify new features and fixes, and continuously improve quality and user experience.
• Google’s G Suite: For email, calendar, docs, presentations, meetings, and file storage.
• Zoom: For customer calls and training sessions.
• Apple and Linux PCs: Most of our software is developed and runs on Linux, and most of us use Macbooks as workstations. We use Linux environments and tools heavily for many of our day-to-day tasks.
• Git and GitLab: For source control and managing our code.
• GrooveHQ: For managing customer support tickets.
• Shortcut: Our general-purpose ticketing system. We follow Agile software development principles, and Shortcut is the tool we use to plan, organize, and track our work.
• Python: When scripting and working with our APIs and the APIs of other tools. 
• A host of internal tools we’ve developed to make our lives easier—like the Lounge and Podbrain.

Education & Experience 

• BS degree in CS/EE preferred or 3 years of equivalent experience  
• Desired: experience communicating and working with diverse groups of people from around the world  
• Experience with networking protocols such as TCP/IP, Wi-Fi, TR-069, and USP  
• Experience working in a Linux environment  
• Excellent written and verbal communication skills

Applicants without an attached resume will not be considered.

Why work for QA Cafe? 

QA Cafe offers a fun and dynamic environment located in Dover, NH. Standard benefits include health, dental, 4 weeks PTO to start, 14 holidays, and 401k with matching. Join our small, savvy team and play a key role in helping grow our company!

Email us with your resume at jobs@qacafe.com.

Job description

QA Cafe is a dynamic software company providing test and analysis solutions to the Internet networking communities. We believe that better networks make a better world. QA Cafe is based in Dover, NH where we have a passion for our products and workplace culture. We pride ourselves on offering a great work environment with flexible vacation days and work times, volunteer days, and other unique benefits. QA Cafe experiences very low employee turnover with a number of employees having a long tenure at the company.

Our company was started in 2001 and our customer list includes brand names in the networking industry including Verizon, AT&T, Comcast, Broadcom, MaxLinear, Google, and Cisco. We develop an industry-leading residential gateway test solution, CDRouter, along with network analysis tools CloudShark and Packet Viewer. We are looking for an experienced high-level thinker with a diverse background and skill set to design and develop solutions along with excellent programming skills and the ability to communicate, collaborate and lead in a fun environment.

What will you do at QA Cafe?

QA Cafe's goal is to deliver the highest quality products and a fantastic user experience. As a key member of the development team, you will be expected to:

• Design, develop and maintain new features for our products and internal tools using reusable software architectures.
• Read and interpret technical specifications and code from a variety of sources (IETF, IEEE, Broadband Forum, prpl Foundation, RDK, WiFi Alliance, etc).
• Report directly to the CTO, working as a member of the development team.
• Collaborate with other teams within QA Cafe including success, support, QA, sales, and marketing.
• Troubleshoot and resolve network protocol issues.
• Have fun and become part of our community!

Education & Experience

• BS degree in CS preferred, or equivalent field with 5+ years of experience.
• Software development experience in an Agile development environment CI/CD pipelines.
• Proficiency in Go programming 
• Proficiency in API design and implementation.
• Comfortable programming in a Linux environment.
• Experience with Python or Tcl programming is preferred.
• Experience debugging and resolving network problems.
• Excellent written and verbal communication skills.

QA Cafe offers a fun and dynamic environment located in Dover, NH. Standard benefits include health, dental, 4 weeks PTO to start, hybrid (on-site/remote), 14 holidays and 401k with matching. Join our small and savvy team as a key player helping to grow our company!

Job Type: Full-time

Pay: $100,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental Insurance
• Disability insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Snacks provided
• Vision insurance
• Volunteer time off

Schedule:

• Monday to Friday

Ability to Commute:

• Dover, NH 03820 (Preferred)

Ability to Relocate:

• Dover, NH 03820: Relocate before starting work (Required)

Work Location: Hybrid remote in Dover, NH 03820

If you are interested in this position, email us with your resume at jobs@qacafe.com.