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Role Description

The Lyrasis Ebooks and Community Engagement Division is seeking a detail-oriented and customer-focused Technical Support and QA Specialist to support the quality, reliability, and usability of our ebook mobile and web application suite of software. This role sits at the intersection of product quality and user experience—testing new features before release and assisting users when issues arise in production.

The ideal candidate enjoys breaking things (methodically), documenting what went wrong, and helping users get back to reading as smoothly as possible.

The Technical Support and QA Specialist plays a critical role in ensuring that readers and listeners have a smooth, reliable experience—from first download to the last page. This role directly impacts product quality, user satisfaction, and trust in the platform, all of which are the foundations for the continued growth and success of the EBCE division at Lyrasis.

Duties/Responsibilities

• Quality Assurance
  • Execute manual test cases for iOS and Android mobile applications, focusing on ebooks, audiobooks, reading/listening features, and user workflows.
  • Test new features, bug fixes, and releases across multiple devices, OS versions, and app configurations.
  • Identify, document, and track defects with clear reproduction steps, screenshots, logs, and expected vs. actual results.
  • Validate fixes and perform regression testing prior to releases.
  • Collaborate closely with product managers, designers, and developers to clarify requirements and expected behavior.
  • Contribute to test plans, test cases, and QA documentation.
  • Help improve QA processes and release readiness over time.
• Technical Support
  • Respond to user-reported issues via support tickets, email, and helpdesk tools.
  • Troubleshoot common issues such as login problems, downloads, syncing, DRM/access errors, and playback or reading issues.
  • Reproduce reported bugs and escalate confirmed defects to the development team.
  • Communicate clearly with users, providing timely updates and practical solutions.
  • Maintain internal knowledge base articles, FAQs, and troubleshooting guides.
  • Identify recurring issues and proactively flag trends or product improvements.
  • Be available for on-call during Lyrasis office closures and holidays, providing oversight and coverage for incoming technical support requests.
  • Provide backup support for the operations teams during times of heavy onboarding, assisting with configurations and implementations on behalf of partner libraries.

Qualifications

• 1-3+ years of experience in QA testing, technical support, or a hybrid role.
• Strong attention to detail and ability to follow complex workflows.
• Excellent written communication skills are required due to the fully remote nature of Lyrasis.
• Comfort using issue tracking and ticketing systems (e.g., Jira, Zendesk, Freshdesk, Helpspot, or similar).
• Ability to explain technical issues in clear, user-friendly language.
• Basic understanding of mobile app concepts such as releases, environments, builds, and APIs.
• Experience working for or with libraries, education, or publishing technology.

Preferred Qualifications

• Hands-on experience testing mobile applications (iOS and/or Android).
• Experience with ebook, audiobook, or digital content platforms.
• Familiarity with DRM, digital licensing, or content access models.
• Experience testing accessibility features (e.g., font scaling, screen readers).
• Knowledge of QA best practices and test case management tools.
• Basic understanding of the software development lifecycle and Agile Framework.
• Exposure to log analysis, API testing tools, or SQL (not required).

Additional Skills

• Highly organized and process-oriented.
• Curious and persistent when troubleshooting issues.
• Empathetic and user-centric mindset.
• Comfortable juggling testing deadlines and support priorities.
• Collaborative and communicative across technical and non-technical teams.
• Able to operate autonomously while meeting objectives.

Supervisory Responsibilities

• None

Physical Demands

• This position is fully remote and requires sedentary work that primarily involves sitting/standing.
• Incumbent must be able to meet and communicate regularly via Zoom, Microsoft Teams, and/or other teleconferencing means.
• While this position is 100% remote, it requires occasional travel to Lyrasis company events and in-person professional development and conferences.

Application Details

• Applications will be accepted through Friday, March 27, 2026.
• Applications must include: Cover Letter and Resume.
• Applications without a Cover Letter will NOT be considered.

Salary Range

Up to $83,500 per year.

Company Description

At Lyrasis, one of our core values is to provide an inclusive environment to all who are employed here. Therefore, the company is intentional in providing fair and equitable employment opportunities to all applicants, without regard to race, color, religion, sex, national origin, age, disability or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.