Product Support & QA Specialist - Remote

Overview

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. We’re 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.

In Short

• Master the platform end-to-end to troubleshoot and communicate effectively with Product and Engineering.
• Own front-line support using Intercom, handling first-line questions and escalating issues.
• Identify user pain points and provide actionable insights to Product Managers and designers.
• Propose improvements for user experience and validate changes with targeted users.
• Guide customers through complex workflows, ensuring their success.
• Maintain up-to-date documentation including help-center articles and release notes.

Requirements

• Professional English fluency—written and spoken.
• 2+ years in QA, technical support, customer success, or product operations.
• Ability to quickly learn and clearly explain complex SaaS products.
• Detail-oriented mindset with a knack for spotting edge cases.

Benefits

• Fully remote position with flexible hours centered on European time.
• Regular collaboration with teams in the U.S. and Korea.