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, scientic 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 report