Technical Support & Quality Assurance Specialist - (U.S. Based - Remote)

About Us

Lyrasis (www.lyrasis.org) is a 501 c 3 non-profit membership organization whose mission is to support enduring access to the world's shared academic, scientific and cultural heritage through leadership in open technologies, content services, digital solutions and collaboration with archives, libraries, museums and knowledge communities worldwide.

Our Mission Statement is: Lyrasis empowers libraries, archives and museums through content services, open technologies and community-based solutions that expand access to information, preserve cultural heritage, and advance the shared goals of our members and the communities we serve. Collaboratively, we build a future that is inclusive, equitable, accessible and sustainable.

Lyrasis organizational and staff values are: communication, respect, collaboration, impact, and service. Lyrasis was created by its members to help them tackle wide-reaching challenges with collective strengths. Lyrasis helps its members amplify their impact and influence.

Summary 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.

Position Impact: 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, with a focus 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

Required Skills and 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

• Because Lyrasis is a fully remote organization, excellent written communication skills are required

• 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 Thursday, October 1, 2026.

• Applications must include: Cover Letter and Resume. Applications without a Cover Letter will NOT be considered.

• Work Authorization: Applicants must be currently authorized to work in the United States on a full-time basis. Lyrasis does not sponsor employment-based work visas for this position (including H-1B, TN, or O-1 visas). Valid verification of U.S. work eligibility (Form I-9) will be required upon hire as a condition of employment.

Salary Range: Up to $83,500 per year

Lyrasis Background Check Requirement

As part of our commitment to a safe and trusted environment, Lyrasis conducts criminal background checks on candidates who receive a conditional offer of employment. Offers are contingent upon satisfactory results.

Lyrasis complies with all applicable federal, state, and local laws, including "ban the box" and fair chance hiring requirements, which may govern when and how criminal history information is considered in the hiring process. Background check results are evaluated in a manner consistent with these laws and our equal employment opportunity policy.

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.