Quality & Support Engineer
Dubai, Middle East / North Africa
003590
Quality & Support Engineer
Dubai, Middle East / North Africa
003590
Working at Lockton
At 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.
About the Position
Business unit
Dubai
Schedule
Full Time Permanent
Job type
Experienced Professional
Workplace
Hybrid
Your Responsibilities
Working at Lockton
At 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 role
As 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 Responsibilities
Automated Testing & Quality Assurance
- Design, 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 Resolution
- Provide 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 Management
Participate 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 Maintenance
- Monitor 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.
Qualifications
Documentation and Knowledge Management
- Create 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 Training
- Provide 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 Communication
- Work 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 Improvement
- Identify 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 Qualifications
- 4-6 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 Skills
- Proficiency 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.
Education
- Bachelor's degree in Computer Science, Information Technology, or related field.
Preferred Qualifications
- Experience with performance testing tools and methodologies.
- Knowledge of security testing practices and tools.
- Experience in insurance or financial services industry.
Soft Skills
- Excellent 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.
#LI-YK1
Equal Opportunity Statement
Lockton Companies is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive 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 Lockton
Lockton 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 12,500+ Associates doing business in over 140 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 You
At 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.
We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.
No Agencies Please
Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.
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“You can love the technical side of your job, but if you don’t enjoy the people you work with, it won’t matter. At Lockton, the people are what make it special. You feel it in every interaction.” For Lauren, Women United and Lockton are two sides of the same coin—places where passion meets purpose, and where people come together to make a difference. “Lockton is great. Women United is great. I’m fortunate I get to support both.”
June 12, 2025
Lockton Brazil is proud to announce that it has been officially certified as a Great Place To Work® in its first year of participation. This prestigious recognition is based entirely on feedback from employees, reflecting the company’s strong commitment to fostering a positive, inclusive, and empowering workplace culture.
“This is a moment of celebration,” said Vanessa Cabral, Director of People and Culture. “It confirms that we are on the right path—listening to our employees and taking meaningful action to prioritize their well-being is a core part of our culture.”
CEO Jose Otavio de Albuquerque Sampaio added, “This certification is more than a badge of honor—it’s a testament to the mutual respect and trust we cultivate every day. We believe in the power of a collaborative, diverse, and human-centered environment where people feel safe to be their authentic selves and contribute their best.”
Lockton extends its heartfelt thanks to its dedicated employees, as well as to its customers and partners, who play a vital role in building a workplace defined by excellence, passion, and shared purpose.
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My journey at Lockton Affinity has been one of growth, innovation, and collaboration. From my early days as a rater in the Operations department to my current role overseeing complex programs, I've had the privilege of working with talented colleagues and contributing to meaningful projects. Lockton Affinity stands out for its commitment to customized solutions, exceptional service, and a culture that empowers associates to make a real impact. Here, I share my experiences, insights, and the moments that have defined my career at Lockton Affinity. -- After graduating from Kansas State, I was eager to begin my career with a company that valued growth and innovation. Lockton was the first company that came to mind in Kansas City, and it ended up being the only place I applied. Following a phone interview and an in-person meeting, I was fortunate to be offered a position. I started my career at Lockton as a rater in the Operations department, supporting program business across multiple carriers, rate systems, and lines of coverage. I was later promoted to team lead, where I managed a small team focused on delegated program business. In that role, I concentrated on driving process improvements and operational efficiencies to help streamline team workflows and enhance overall performance. After several years, I transitioned into leading our backroom operations team, responsible for issuing thousands of policies and certificates for PEO workers’ compensation programs and a large fleet auto program. This role allowed me to take a more strategic approach—identifying opportunities to optimize systems and implement solutions that delivered measurable time and cost savings. During this time, I was promoted to Assistant Vice President. Two years ago, I made a significant shift to the client side. After over a decade in process-driven roles, I now oversee the success of several complex programs, working closely with carrier and program partners while ensuring our internal teams deliver the high level of service Lockton is known for. Though I no longer have direct reports, I collaborate across departments and remain actively engaged in a wide variety of programs, which continues to challenge and inspire me. As I mentioned, Lockton Affinity is the only organization I’ve worked for in my professional career, and throughout my time here, I’ve had the opportunity to collaborate with a wide range of brokers and carriers. That broader exposure has only reinforced how unique and special this place truly is. What sets Lockton Affinity apart is our ability to design highly customized insurance programs tailored to meet the specific needs of our clients—no matter how niche or complex. We bring the strength of human talent backed by smart technology, allowing us to offer solutions that are both personal and efficient. Paired with the exceptional service we deliver, it’s a combination that’s genuinely hard to find elsewhere. There’s a deep sense of pride in the work we do and a culture of collaboration and innovation that makes Lockton Affinity more than just a workplace—it’s a place where people are empowered to make an impact. One of the things I value most about Lockton Affinity is the freedom I’ve been given to explore and improve our processes—always with the goal of creating a more efficient, positive experience for our clients. There’s a strong culture here of empowering associates to lean into their strengths and apply them to both new and existing programs, and that’s what truly fuels innovation at Affinity. I’ve often been challenged to find fast, effective ways to rate new programs, and each time, I’ve been trusted to build and implement the solution from the ground up. Over a year ago, our President approached me with an opportunity that was not only a win for our business but also aligned us with an organization doing meaningful work in the world. As the cliché goes, the initial workflow was figuratively sketched on the back of a napkin. From there, and in close collaboration with one of our valued carrier partners, we brought a highly efficient technology solution to life. For me, it was the perfect blend of process development, problem-solving, and contributing to something bigger than ourselves. That experience—where innovation, purpose, and partnership came together—is what I’d call my Lockton Moment. The culture at Lockton Affinity is all about balancing hard work with enjoying the journey. We work hard to tackle unique and challenging problems, but we also know how to have fun along the way. There's a real encouragement to be innovative, constantly looking for new solutions to help our clients succeed. While we work with small businesses, the impact we make is big, and the challenges we face are anything but ordinary. It’s a place where creativity and collaboration thrive, and everyone is motivated to push the envelope—making it a place where work feels rewarding and impactful.
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For Jess Bass Bolander, life is about building relationships—whether personally or professionally—to create something bigger. Prior to joining Lockton, Jess worked as a group representative at a healthcare carrier. Despite working with several larger brokers in the region, she always loved the energy, culture, and people at Lockton. She felt that no one fought harder for clients than Lockton, and unlike the revolving door of brokers at other firms, Lockton had great tenure within its teams. One day, Steve Idoux reached out to Jess and told her that many people already thought of her as their broker, not just a representative for the carrier. This was a turning point for Jess. "He helped me realize that I can build a career at Lockton," Jess recounts. She decided she wanted to join a place that takes care of people, values culture, and fights for clients. That’s why she chose Lockton. Jess started her journey at Lockton in a Producer Resource Group. She spent five years learning from others, understanding the business and how Lockton operates before moving into a Producer role. During this time, she developed her niche and realized that she could expand her network through her involvement in local organizations throughout the Dallas community. Jess has consistently been an active member within the City of Dallas. Her passions revolve around lifting others in the workforce—particularly focusing on women, the Latino community, and children. Jess is currently a board member of multiple organizations in the Dallas area, including the Dallas CFO Leadership Council, The Family Place, and Asociación de Empresarios Mexicanos en EE UU. She is an advocate for Lockton partnering with Cristo Rey College Prep in Dallas, TX, to help be an intern source for the students’ coursework during their high school studies. She guest teaches at local colleges, educating students on insurance and employee benefits, and sharing tips for entering the workforce in a corporate environment.
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Click here to learn more about The Family Place.