Supportability (Quality Assurance) Manager

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About SpotOn We're not just building restaurant tech, we're giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed. Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users Awarded Great Places to Work and Built In's Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you're looking to make an impact with heart and hustle, SpotOn is the place for you. At SpotOn, we don't believe in "QA" as a safety net that catches bugs at the very end of a sprint. We believe in Confidence -the absolute certainty that the code we ship today empowers our merchants to run their businesses flawlessly tomorrow. As a Confidence (Quality Assurance) Manager , you will lead the strategic vision and the team responsible for manual and automation testing across our products. You will guide our Automation Testing (AT) strategy, build robust tools, and-most importantly- foster a culture where the mindset of writing automated tests is shared by every single software engineer on the team. You will be a technical leader, a experience advocate, and a coach, ensuring our testing velocity matches our ambitious product roadmap. Why This Role Matters (Core Business Impact) Our software does not run in sterile, quiet offices. It runs in chaotic, high-heat, high-noise environments. Picture a Saturday night dinner rush: kitchen staff are rushing, servers are tapping screens with greasy or wet fingers, the Wi-Fi network is fluctuating, credit card readers are dropping connections, and the printer just ran out of paper mid-receipt. In this environment, staff have zero patience for sluggish UI transitions, and there is no room for error. High staff turnover in the US hospitality industry also means our systems must be incredibly intuitive-any UX friction leads to order mistakes and lost revenue. A system crash, a broken payment flow, or even a 3-second lag during peak hours doesn't just mean a minor glitch; it means cold food, lost tips for hard-working servers, angry diners, and thousands of dollars in lost revenue for the restaurant owner. Your mission as a Confidence Manager is to address these harsh, real-world conditions: Where Code Meets Physical Chaos: Ensure our software is resilient to the unexpected-such as unexpected network dropouts (offline-mode reliability), hardware peripheral disconnects (printers, cash drawers, terminals), and rapid, muscle memory UI tapping. UX and Real-User Experience Focus: Champion tests that measure actual user perceived latency, UI transitions, and end-to-end user journeys rather than just validating API endpoints. Zero Downtime during Peak Hours: Guarantee that critical login, getting menu updates, checkout, ordering, payment flows, and end-of-day reports are bulletproof across Web and Mobile platforms through regression coverage. Rapid Time-to-Market: Accelerate feature shipping by building automated, self-healing, and highly reliable CI/CD test feedback loops, removing human-bottleneck manual validation. On a daily basis you will: Drive the "Shift-Left" Quality Culture: Work closely with Engineering Managers to embed quality early in the development lifecycle. Foster a shared-ownership model in which writing automated tests is a standard practice for all software engineers. Lead and Coach: Manage, mentor, and grow a team of Confidence (QA) Engineers. Conduct 1:1s, support career progression, and foster a healthy, continuous-learning team dynamic. Own the Automation Strategy: Design and continuously refine our Automation Testing (AT) platforms and frameworks for Web and Android environments. Manage the Device Testing Lab: Oversee the infrastructure for automated testing on physical Android stations, handhelds, and peripherals, combining emulator tests. Leverage Modern AI Tools: Champion the integration of generative AI and LLM-assisted tools (e.g., Claude, automated test generation, visual regression analysis, AI-driven self-healing test scripts) to dramatically speed up the creation and maintenance of automated tests. Maintain the Testing Platform: Work closely with DevOps and Platform teams to build and maintain ultra-fast, reliable CI/CD pipelines (e.g., via GitHub Actions) that the engineering organization fully trusts. Define Quality Metrics: Track and expose actionable quality KPIs (such as user-perceived performance, test coverage, execution speed, flaky test rates, and defect leakage) to drive data-informed improvements. What skill are we looking for? Management Experience: 3+ years of experi

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