Product Support & QA Specialist
Product Support & QA Specialist
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Job Description
Adriel is a fast-growing SaaS company that gives marketers a single real-time view of all their performance data so they can make smarter decisions faster. Our platform ingests data from 650 ad channels cleans and unifies it and delivers interactive dashboards and insights that save teams hours every week.Why Were HiringWhen a workflow feels clunky looks wrong our customers need more than answersthey need someone who can see around corners and smooth the entire experience. Were expanding our Customer Success & Product Insight team to add a specialist who can spot friction before it turns into frustration surface UX blind spots and partner with Product Managers to ship improvements that make Adriel feel effortless.
Tasks
Master the platform end-to-end so you can troubleshoot on the spot spot UX friction before users complain and speak the same language as Product and Engineering.
- Own front-line support (Intercom) answer first-line questions on data connections dashboards API limits etc. and escalate reproducible bugs or feature gaps with crystal-clear steps.
- Turn pain points into solutions mine chat logs session replays and analytics to quantify where users struggle; package the insights into clear priorities for PMs and designers.
- Shape a smoother experience propose sharper copy smarter tooltips and streamlined flows then partner with the team to ship and validate each tweak with targeted users.
- Coach customers to aha! moments diagnose roadblocks walk them through advanced workflows and follow up until success sticks.
- Keep knowledge fresh maintain help-center articles in-app guides and release notes so every change is immediately reflected in user-friendly up-to-date documentation.
Requirements
Must-haves
- Professional English fluencywritten and spoken
- 2 years in any of: QA technical support customer success or product ops
- Proven ability to learn complex SaaS products quickly and explain them clearly
- Detail-oriented mindset; you spot edge-cases other people miss
Nice-to-haves
- Hands-on experience with marketing analytics ad platforms or BI tools
- Familiarity with ticketing/QA stacks (Intercom Jira Postman SQL Cypress)
Benefits
Fully remote with flexible hours centered on European time and regular collaboration with our U.S. and Korean teams.
Employment Type
Full Time
