Live Support QA Engineer

The Live Support QA Engineer is the last line of defense for our customers — a sharp, always-on quality guardian. This is not a conventional QA role. It demands a unique blend of investigative mindset, data fluency, deep product knowledge, and the ability to triage and escalate live incidents with speed and precision. You will work in rotating shifts, operate as a critical partner to the EMS (L1 Monitoring) team, and be the first human eye to connect a data signal — an hourly CR dip, a Splunk , an AppInsights spike — to a real user impact. Your actions directly protect revenue, customer experience, and business continuity.

Key Responsibilities

·        Conduct multiple rounds of live site verification every shift across all portals — COA, OT, CA, CO.UK, MX, ICF, ES-US — on Desktop (Chrome, Firefox, Edge) and mWeb (Chrome, Safari), proactively raising functional, UI/UX, JavaScript error, and performance issues.

·        Perform continuous verification of all critical booking flows — Air, Vacations, Cars, and Hotels — on both desktop and mobile web; execute test bookings whenever CR or ticket volumes show anomalous drops vs WoW or YoY baselines.

·        Actively test and raise issues across iOS and Android native apps on multiple real devices; maintain a device coverage matrix aligned to GA traffic data and refresh it quarterly.

·        Regularly verify post-booking modules — SST (Exchange and Cancellation), OAP, and TMS — ensuring post-booking changes are accurately reflected end-to-end and service fees are correctly applied.

·        Verify FinTech, Chatbot, and Profile modules on a regular cadence and log defects with clear reproduction steps, severity classification, and business impact assessment.

·        Verify promo codes, engine selection accuracy, and affiliate-specific booking flows on live — ensuring correct application across Air and Beyond Air products.

·        Participate actively in EMS-initiated bridge calls — providing real-time verification status, reproduction evidence, and a clear go/no-go signal for the incident commander.

·        Monitor AppInsights dashboards continuously for exceptions, dependency failures, response time spikes, and error rate anomalies across critical APIs

·        Monitor hourly site progress reports from EMS; cross-reference against Report Manager data and raise alarms proactively if live traffic or conversion deviates from expected patterns.

·        Maintain shift handover logs with open incidents, active bridges, monitoring status, and any observations requiring continuity — ensuring zero information loss across shift transitions.

·        Monitor CR and booking count on an hourly basis during shift; perform WoW and YoY comparisons and escalate to the concerned team when meaningful deviations are detected.

·        Analyse flight failure data in depth when failure rates are elevated — including engine-wise, airline-wise, failure reason, affiliate, and channel breakdown — and share structured observations with the relevant engineering team.

·        Track affiliate performance for major portals and publish periodic affiliate health reports; monitor Kayak, Cheapflights, Google, and Bing channel-level CR and raise anomalies.

·        Analyse booking distribution — channel-wise, engine-wise, airline-wise — and surface any unusual concentration or drop patterns that may signal a configuration or product issue.

·        Coordinate cross-functional module verification during infrastructure activities — liaising with module stakeholders to ensure every functional area is confirmed healthy before and after changes.

·        Proactively identify and raise compliance issues across all products — flagging risks before they become regulatory or commercial liabilities.

Verify SEM channel landing pages via Google and Bing on request from the SEM team; validate Home and Landing Pages, newsletter deal pages, and Meta channel surfaces for correctness and performance.