QA Engineer
US, Remote
No one wants to feel like just another number—especially when they need help with an urgent issue at work.
But, in a world where we can connect with family, friends, our favorite brands, and sometimes even celebrities on-demand, most service providers still ask users to drop what they’re doing, look for contact information, and choose one of two support options: bad, or worse. Either call a 1-800 number and sit on hold, or email [help@turnitoffandonagain.com (mailto:help@turnitoffandonagain.com) and wait for a reply.
At best, the user’s real-time request for help turns into [Ticket: #####] in the queue; and, in an industry where service is the product, the provider signals quite clearly which customer will always matter most: “Next in line.”
At Thread, we’re on a mission to help IT service providers turn users’ worst workdays into moments of magic. We’re a VC-backed startup built by high-performance technologists with fundamental passion for service. Our heroes are people who feel most alive when doing what they’re great at in service of other people*.* We believe every thread is a call to adventure, and nothing delights us more than helping our partners deliver delightful service experiences that brighten user journeys.
But, in a world where we can connect with family, friends, our favorite brands, and sometimes even celebrities on-demand, most service providers still ask users to drop what they’re doing, look for contact information, and choose one of two support options: bad, or worse. Either call a 1-800 number and sit on hold, or email [help@turnitoffandonagain.com (mailto:help@turnitoffandonagain.com) and wait for a reply.
At best, the user’s real-time request for help turns into [Ticket: #####] in the queue; and, in an industry where service is the product, the provider signals quite clearly which customer will always matter most: “Next in line.”
At Thread, we’re on a mission to help IT service providers turn users’ worst workdays into moments of magic. We’re a VC-backed startup built by high-performance technologists with fundamental passion for service. Our heroes are people who feel most alive when doing what they’re great at in service of other people*.* We believe every thread is a call to adventure, and nothing delights us more than helping our partners deliver delightful service experiences that brighten user journeys.
The Role:
We’re building the future of AI-assisted service delivery—and we’re looking for a QA Engineer to join our team. This is a rare opportunity to help invent tools that don’t exist yet, backed by a product-led team, real customer traction, and a deep understanding of the space.
We’re building the future of AI-assisted service delivery—and we’re looking for a QA Engineer to join our team. This is a rare opportunity to help invent tools that don’t exist yet, backed by a product-led team, real customer traction, and a deep understanding of the space.
What You'll Do
- Design and execute test plans and test cases for AI-driven features, including chat and voice AI agents powered by OpenAI.
- Perform **manual testing** to validate functionality, usability, and reliability across multiple devices, platforms, and environments.
- Collaborate closely with product managers, engineers, and designers to ensure AI features meet user expectations and business requirements.
- Identify, document, and track defects with clarity and precision, following through until resolution.
- Evaluate conversational AI outputs for accuracy, consistency, and alignment with expected behavior.
- Provide structured feedback on LLM (Large Language Model) responses, voice interactions, and user experience.
- Troubleshoot issues systematically, isolate root causes, and assist engineers in reproducing and fixing problems.
- Maintain detailed documentation of test results, edge cases, and reproducible scenarios.
- Stay current with AI and QA trends, suggesting improvements to test coverage and quality assurance practices.
- Communicate findings clearly to technical and non-technical stakeholders.
What You Should Have
- Proven QA experience, with a focus on manual testing of complex software applications.
- Strong interest in **AI/LLMs** (Large Language Models), with curiosity about their capabilities and limitations.
- Clear communication skills (written and spoken), with the ability to write clear bug reports and test documentation.
- Proficiency and comprehension of the English language
- Highly organized, detail-oriented, and methodical in test execution and defect tracking.
- Solid understanding of QA processes, test case design, regression testing, and defect lifecycle.
- Familiarity with tools like JIRA, Linear, or similar issue-tracking systems.
- Ability to troubleshoot issues effectively, including reproducing intermittent bugs and edge cases.
- Strong collaboration skills, comfortable working with cross-functional teams in fast-paced environments.
- Experience testing conversational AI systems, voice recognition, or speech synthesis applications.
- Exposure to APIs and basic scripting for test automation (e.g., Python, Postman).
- Familiarity with usability testing and evaluating user experience for interactive systems.
- Previous experience in Agile development environments.
- Passion for experimenting with AI tools and contributing feedback on their improvement.
- Competitive salary and benefits
- Opportunities for growth within the company
- A collaborative and innovative work environment
To apply, please submit your resume, along with a cover letter highlighting your relevant experience and why you are interested in joining Thread below. Thread is an equal opportunity employer. We aim to create an environment where every team member at Thread feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.