Manual Tester Customer Support QA QC, English

Office location: Ho Chi Minh City (District 1) | Company HQ: Melbourne, Australia

Employment Type: Full-time

Your Role

You will be the quality guardian for TOM software, ensuring every release is tested thoroughly and meets high standards before reaching customers. Your main focus will be on testing new features, validating specifications, reporting and tracking defects, and supporting smooth releases.

A minor part of your role will involve Level 2 technical support: handling escalated issues from the Australian customer success team, troubleshooting, reproducing bugs, and working with developers to deliver fixes. This is not a frontline support role - instead, you'll provide deeper technical assistance and act as a reliable bridge between the product/engineering team and customer success.

Key Responsibilities

Testing & Quality Assurance

• Review product specifications and acceptance criteria to ensure clarity and completeness.
• Write and execute test cases (manual, and assist automation where possible).
• Perform functional, regression, integration, and UAT support testing.
• Document, prioritise and track defects; verify fixes before release.
• Collaborate with BA/PO and developers to ensure issues are resolved effectively.

Customer Support (Level 2)

• Handle Level 2 support escalations from the Australian customer success team.
• Troubleshoot issues, reproduce problems, and escalate with clear technical details to developers when required.
• Communicate fixes, workarounds, and product usage guidance back to the AU customer success team.
• Capture product feedback and recurring pain points; channel them back to the backlog for improvement.
• Update and maintain the support knowledge base with clear, accurate documentation

Product Knowledge & Communication

• Learn TOM products and their functionalities off by heart.
• Review product updates and prepare knowledge base articles, FAQs and training materials.
• Act as a reliable bridge between users and the technical team, ensuring communication is clear and consistent.

What You'll Bring (Must-have)

• English: Good spoken and written English; comfortable in meetings with Australian team members and customers.
• 4+ years in software QA/testing roles (manual testing focus).
• Solid QA skills: review user stories, writing test cases, executing manual tests, logging defects.
• Experience in testing and supporting business operation applications (ERP, Supply Chain or workflow-heavy systems).
• Strong problem-solving and troubleshooting ability.
• Proactive communicator who can explain technical issues in simple language.

Nice to Have

• Exposure to Automation Testing.
• Experience with support tools (Zendesk, Freshdesk, or similar).
• Familiarity with SQL for investigating data-related issues.
• Knowledge of test management tools (Jira, TestRail).

Success in 3-6 Months Looks Like

• Consistently delivering well-documented test results before each release.
• Customers and the AU customer success team recognise your reliable and timely Level 2 support.
• Knowledge base is updated with accurate, easy-to-use articles.
• Effective defect tracking reduces repeat issues and improves release quality.
• Products are tested thoroughly, ensuring smooth and successful implementations for clients

To Apply:

Send your CV and a short cover with subject:

[QC/CS] Your-full-name - Mobile Number - HCMC (Onsite)

About Tomsoft

Secomm is an eCommerce & Software Solution Provider agency based in Saigon since 2014. Our technologies and platforms are wide-ranged from PHP, Javascript, .NET, Magento, Shopify, Power Platform, etc... We have clients from Australia, Vietnam, Singapore, HongKong, and our market is expanding.

Tomsoft, a long term Secomm's partner, is a growing Australian software company focused on making ERP systems accessible for small and medium-sized businesses. Our main product, TOM, is a SaaS platform that helps wholesale, distribution, and manufacturing companies manage their operations efficiently. TOM offers features like order tracking, financial integration, and real-time analytics, similar to big ERP systems like Oracle NetSuite or Microsoft Dynamics, but in a simpler and more affordable package.

Why Join Us?

- Shape how TOM is delivered to customers in Australia while growing a high-performing Vietnam team alongside our software product development team.

- Work hands-on across discovery, analysis, delivery, and customer success.

- Gain international exposure with opportunities to work in Australia or the U.S.

- Enjoy benefits such as a 13th-month salary, performance bonuses, team-building events, and professional training.