Product Support & QA Specialist

Adriel; Austin (TX); Remote; Confidential; Full time

Job summary

Join a fast-growing SaaS company as a Customer Success Specialist to enhance user experiences and streamline processes. You'll troubleshoot issues, coach customers, and collaborate on improvements to ensure the platform feels effortless. If you have a detail-oriented mindset and experience in technical support or product ops, apply today!

Benefits

Fully remote

Flexible hours

Qualifications

• 2+ years in QA, technical support, customer success, or product ops.
• Proven ability to learn complex SaaS products quickly.
• Spot edge-cases others miss.

Responsibilities

• Master the platform end-to-end.
• Own front-line support via Intercom.
• Propose and validate improvements with users.

Skills

Professional English fluency

Detail-oriented mindset

Tools

Intercom

Jira

SQL

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 We’re HiringWhen a workflow feels clunky looks wrong, our customers need more than answers—they need someone who can see around corners and smooth the entire experience. 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.

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 fluency—written 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.