UAE National - Quality Assurance & Support Engineer

As part of our commitment to Emiratisation, this role is prioritised for Emirati talent - supporting the development of future leaders in the insurance industry.Working at LocktonAt Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented, and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.Purpose of the roleAs a Quality & Support Engineer, you will be responsible for ensuring the quality and reliability of software applications through comprehensive testing strategies while providing technical support to maintain optimal system performance. You will design and implement automated testing solutions, troubleshoot application issues, and work closely with development teams to deliver high-quality digital solutions across Lockton MENA operations.Your ResponsibilitiesAutomated Testing & Quality AssuranceDesign, develop, and maintain automated test scripts for web applications using Playwright and other testing frameworks.Implement comprehensive end-to-end testing strategies to ensure UI and functionality meet product requirements.Regularly execute test suites and maintain test coverage across application updates and deployments.Collaborate with developers and product teams to integrate testing into CI/CD pipelines.Investigate test failures, report bugs, and support resolution tracking through to completion.Ensure test environments reflect production conditions for realistic and reliable results.Technical Support and Issue ResolutionProvide technical support and troubleshooting for application-related issues and deliver solutions to internal and external users.Respond to user inquiries and incidents through various communication channels (phone, email, ticketing systems).Diagnose and resolve application issues, involving debugging and analyzing error logs.Collaborate with product teams and external vendors to resolve complex problems.Incident and Change ManagementParticipate in incident management processes and coordinate resolution efforts.Support change management processes for application updates and modifications.Help manage the deployment of new releases and updates.Ensure proper documentation and communication during incident response.System Monitoring and MaintenanceMonitor application performance and system health to ensure optimal functioning.Perform regular maintenance tasks such as software updates, patches, and backups.Maintain application security and compliance with organizational policies and standards.Proactively identify potential issues before they impact users.Documentation and Knowledge ManagementCreate and maintain comprehensive documentation related to application processes, configurations, and troubleshooting steps.Update user guides and FAQs to aid in problem-solving and user training.Maintain knowledge base articles for common issues and solutions.Document system configurations and technical procedures.User Support and TrainingProvide training and support for end-users on new and existing applications.Assist in the development of training materials and user documentation.Conduct user training sessions and workshops as needed.Support user onboarding for new applications and system updates.Collaboration and CommunicationWork with cross-functional teams, including product teams and business units, to implement improvements and solutions.Communicate issues effectively to stakeholders and participate in resolution planning.Coordinate with vendors and third-party providers for application support.Participate in project teams for application implementations and upgrades.Continuous ImprovementIdentify opportunities to improve application efficiency and user experience.Stay updated on industry trends and emerging technologies relevant to supported applications.Recommend process improvements and automation opportunities.Contribute to the development of best practices for application support.Required QualificationsExperience4-6 years of experience in quality assurance, automated testing, or application support roles.Proven experience in designing and implementing automated testing frameworks.Experience with both manual and automated testing methodologies.Experience in troubleshooting application issues and providing technical support.Technical SkillsProficiency with automated testing tools, particularly Playwright, Selenium, or similar frameworks.Strong experience with test automation in CI/CD pipelines.Knowledge of programming languages for test scripting (JavaScript, Python, or Java).Experience with SQL databases and data validation techniques.Proficiency in using diagnostic tools and understanding error logs.Experience with application monitoring tools and ticketing systems.Understanding of web technologies, APIs, and system integrations.EducationBachelor's degree in Computer Science, Information Technology, or related field.Preferred QualificationsExperience with performance testing tools and methodologies.Knowledge of security testing practices and tools.Experience in insurance or financial services industry.Soft SkillsExcellent verbal and written communication skills.Strong analytical and problem-solving abilities.Ability to work under pressure and handle multiple tasks simultaneously.Strong attention to detail and commitment to quality.Ability to work collaboratively within a team and across departments.Adaptability to new tools and technologies as required.Organizational skills with ability to prioritize tasks effectively.Quick learner with adaptability to new technologies.Working ConditionsThis position may require shift work or being on call based on application needs and business requirements.Flexible work arrangements available depending on company policy and operational needs.May require occasional after-hours support for critical system issues or planned maintenance activities.About Lockton MENAHeadquartered in Dubai (UAE), with 400+ associates providing (re)insurance and people solutions, we have strength in handling major corporate clients in UAE and throughout the region. Offering innovation in our solutions, we service clients across the Middle East, North Africa and Pakistan customising the best protections for them.Lockton MENA was the first broker to achieve its own Lloyd’s Broker license in the Middle East and holds an exclusive global partnership with the Chartered Insurance Institute (CII) under the International Professional Partner Firm (IPPF), demonstrating high professional standards and best practices, that distinguish the company among its peers in the industry.From our headquarters in Dubai, Lockton MENA has expanded operations into the UAE, Egypt, Jordan, Morocco and Oman.Equal Opportunity EmployerLockton is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive and diverse culture and environment where our people, clients and communities are treated with respect and dignity.At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learns from, celebrates, and thrives because of our breadth of differences. As such, we recognize that recruiting, developing, and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.About LocktonLockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 10,000+ Associates doing business in over 100 countries are empowered to do what’s right every day.At Lockton, we believe in the power of all people. You belong at Lockton.How We Will Support YouAt Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.Competitive Salary and Benefits PackageProfessional experience in a truly global company that is reshaping the industryExcellent growth opportunitiesBenefit from a collaborative approach with in-country specialists to assist you in driving growthSupport, coaching and development to help you to be the best you can beHybrid working model, offering you flexibility and a great working environment