Quality & Support Engineer

Your Responsibilities

Working at Lockton

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented, and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.

Purpose of the role

As a Quality & Support Engineer, you will be responsible for ensuring the quality and reliability of software applications through comprehensive testing strategies while providing technical support to maintain optimal system performance. You will design and implement automated testing solutions, troubleshoot application issues, and work closely with development teams to deliver high-quality digital solutions across Lockton MENA operations.

Your Responsibilities

Automated Testing & Quality Assurance

• Design, develop, and maintain automated test scripts for web applications using Playwright and other testing frameworks.
• Implement comprehensive end-to-end testing strategies to ensure UI and functionality meet product requirements.
• Regularly execute test suites and maintain test coverage across application updates and deployments.
• Collaborate with developers and product teams to integrate testing into CI/CD pipelines.
• Investigate test failures, report bugs, and support resolution tracking through to completion.
• Ensure test environments reflect production conditions for realistic and reliable results
  
  

Technical Support and Issue Resolution

• Provide technical support and troubleshooting for application-related issues and deliver solutions to internal and external users.
• Respond to user inquiries and incidents through various communication channels (phone, email, ticketing systems).
• Diagnose and resolve application issues, involving debugging and analyzing error logs.
• Collaborate with product teams and external vendors to resolve complex problems.
  
  

Incident and Change Management

• Participate in incident management processes and coordinate resolution efforts.
• Support change management processes for application updates and modifications.
• Help manage the deployment of new releases and updates.
• Ensure proper documentation and communication during incident response.
  
  

System Monitoring and Maintenance

• Monitor application performance and system health to ensure optimal functioning.
• Perform regular maintenance tasks such as software updates, patches, and backups.
• Maintain application security and compliance with organizational policies and standards.
• Proactively identify potential issues before they impact users.
  
  

Qualifications

Documentation and Knowledge Management

• Create and maintain comprehensive documentation related to application processes, configurations, and troubleshooting steps.
• Update user guides and FAQs to aid in problem-solving and user training.
• Maintain knowledge base articles for common issues and solutions.
• Document system configurations and technical procedures.
  
  

User Support and Training

• Provide training and support for end-users on new and existing applications.
• Assist in the development of training materials and user documentation.
• Conduct user training sessions and workshops as needed.
• Support user onboarding for new applications and system updates.
  
  

Collaboration and Communication

• Work with cross-functional teams, including product teams and business units, to implement improvements and solutions.
• Communicate issues effectively to stakeholders and participate in resolution planning.
• Coordinate with vendors and third-party providers for application support.
• Participate in project teams for application implementations and upgrades.
  
  

Continuous Improvement

• Identify opportunities to improve application efficiency and user experience.
• Stay updated on industry trends and emerging technologies relevant to supported applications.
• Recommend process improvements and automation opportunities.
• Contribute to the development of best practices for application support.
  
  

Required Qualifications

• 4-6 years of experience in quality assurance, automated testing, or application support roles. Proven experience in designing and implementing automated testing frameworks.
• Experience with both manual and automated testing methodologies.
• Experience in troubleshooting application issues and providing technical support.
  
  

Technical Skills

• Proficiency with automated testing tools,
• particularly Playwright, Selenium, or similar frameworks.
• Strong experience with test automation in CI/CD pipelines.
• Knowledge of programming languages for test scripting (JavaScript, Python, or Java).
• Experience with SQL databases and data validation techniques.
• Proficiency in using diagnostic tools and understanding error logs.
• Experience with application monitoring tools and ticketing systems.
• Understanding of web technologies, APIs, and system integrations.
  
  

Education

• Bachelor's degree in Computer Science, Information Technology, or related field.
  
  

Preferred Qualifications

• Experience with performance testing tools and methodologies.
• Knowledge of security testing practices and tools.
• Experience in insurance or financial services industry.
  
  

Soft Skills

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong attention to detail and commitment to quality.
• Ability to work collaboratively within a team and across departments.
• Adaptability to new tools and technologies as required.