Product Support & QA Specialist

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.

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.

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.

• 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.

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

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

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

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