Product Support & QA Specialist

Adriel; United States; Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Fully remote with flexible hours

Job summary

A fast-growing SaaS company is looking for a Product Support & QA Specialist to join their Customer Success & Product Insight team. This fully remote role involves troubleshooting, enhancing user experience, and providing front-line support while collaborating with international teams. The ideal candidate will have strong analytical skills, a detail-oriented mindset, and experience in QA or technical support.

Qualifications

• At least 2 years experience in QA, technical support, customer success, or product operations.
• Ability to quickly learn complex SaaS products and explain them clearly.
• Detail-oriented and able to identify edge cases.

Responsibilities

• Master the platform to troubleshoot and identify UX friction.
• Own front-line support and escalate issues as needed.
• Turn pain points into solutions for users.

Skills

Professional fluency in English

Troubleshooting

Attention to detail

User analytics

Tools

Intercom

Jira

Postman

SQL

Cypress

Job description

Join to apply for the Product Support & QA Specialist role at Adriel.

This range is provided by Adriel. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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 Hiring

When a workflow feels clunky or 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, identify UX friction early, and communicate effectively with Product and Engineering teams.
• Own front-line support (Intercom) – answer questions on data connections, dashboards, API limits, etc., and escalate bugs or feature gaps with clear steps.
• Turn pain points into solutions – analyze chat logs, session replays, and analytics to identify user struggles; prioritize these insights for PMs and designers.
• Shape a smoother experience – suggest improvements like clearer copy, better tooltips, and streamlined flows, then collaborate to implement and test these changes.
• Coach customers to “aha!” moments – diagnose issues, guide them through workflows, and follow up until they succeed.
• Keep knowledge current – update help articles, in-app guides, and release notes to reflect product changes in user-friendly documentation.

Requirements

Must-haves

• Professional fluency in English (written and spoken)
• At least 2 years experience in QA, technical support, customer success, or product operations
• Ability to quickly learn complex SaaS products and explain them clearly
• Attention to detail; able to identify edge cases others might miss

Nice-to-haves

• Experience with marketing analytics, ad platforms, or BI tools
• Familiarity with ticketing/QA tools (Intercom, Jira, Postman, SQL, Cypress)

Benefits

Fully remote with flexible hours aligned with European time, collaborating regularly with teams in the U.S. and Korea.

Additional details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Analyst
• Industry: Software Development