Waffle Journal

About the Role

We’re looking for an L1 Technical Support Engineer who enjoys helping users and figuring out why things don’t work as expected. You’ll be the first point of contact for user-reported issues and an important bridge between our users and the engineering team.

This role is ideal for someone who likes structured problem-solving, clear communication, and learning how a product works in depth. You don’t need to know everything on day one. Curiosity, empathy, and a willingness to investigate issues step by step matter most.

What You’ll Do

• Respond to user questions and issue reports via Intercom with a clear, friendly, and empathetic tone
• Investigate reported issues by testing the product and reproducing bugs independently
• Identify and document:
  • Steps to reproduce
  • Expected vs actual behavior
  • Screenshots, screen recordings, and relevant context
• Create clear, well-structured bug reports and tasks in Linear
• Collaborate with engineers by answering follow-up questions and retesting fixes once they’re ready
• Follow up with users when issues are resolved or updates are available
• Proactively identify opportunities to automate repetitive support or QA tasks using simple tools, templates, or scripts
• Suggest and implement small workflow or automation improvements to make support and issue handling more efficient
• Handle light operational tasks when needed, such as:
  • Uploading or updating content or data on our website
  • Simple admin or content updates
  • Supporting ad-hoc tasks across the team

What We’re Looking For

• Experience in customer support, technical support, QA, or operations
• Strong written communication skills, especially with non-technical users
• QA or testing experience for mobile or web apps
• Ability to investigate issues methodically and reproduce bugs reliably
• Comfortable using tools like Intercom, Linear, Jira, or similar tools
• Self-motivated and comfortable working independently in a remote environment
• Curious mindset and a desire to understand how the product works end to end
• Enjoys streamlining work and automating repetitive tasks where possible

Nice to Have

• Startup or SaaS experience
• Familiarity with bug tracking systems and support workflows
• Experience with simple automation tools (e.g. templates, macros, Zapier, Make, or light scripting)

Why Join Us

• High ownership and real impact on product quality
• Close collaboration with product and engineering teams
• Remote-first, flexible work environment
• Clear growth path toward QA, Product Ops, or Product roles
• A team that values thoughtful support, learning, and continuous improvement

About the Role

We’re looking for a Senior User Acquisition Manager to own and scale paid user growth, with a strong focus on Web-to-App funnels and consumer B2C subscription apps. You’ll lead strategy and hands-on execution across channels in a post-IDFA environment, working deeply with MMPs, SKAN, and AEM to drive sustainable growth.

This role is ideal for someone who has already scaled a consumer subscription app and is comfortable making decisions with imperfect attribution data.

Responsibilities

• Own end-to-end user acquisition strategy and execution across paid channels (Meta, Google, TikTok, etc.)
• Scale Web-to-App funnels, optimizing from landing page through install and trial start
• Drive growth for B2C subscription apps, focusing on trials, conversion, retention, and LTV
• Own MMP implementation and analysis (AppsFlyer, Adjust, or Branch)
• Set up and interpret SKAN measurement (conversion values, postbacks, modeled data)
• Design and maintain Meta AEM (event prioritization, attribution windows, reporting)
• Build and maintain blended performance reporting across platforms and attribution systems
• Partner closely with creative to define testing frameworks, messaging, and iteration cadence
• Continuously optimize funnels, onboarding flows, and paywalls in collaboration with product

Requirements (Must-Have)

• 5+ years of experience in user acquisition / performance marketing for mobile apps
• Proven experience scaling consumer B2C subscription apps
• Strong, hands-on experience with Web-to-App funnels
• Deep, practical experience with an MMP (AppsFlyer, Adjust, or Branch)
• Solid working knowledge of SKAN and post-IDFA attribution
• Strong understanding of Meta AEM
• Data-driven mindset with comfort operating under attribution uncertainty
• High ownership and ability to operate independently

What We Offer

• Full ownership over user acquisition strategy and execution
• Direct impact on growth, monetization, and product direction
• Competitive compensation with upside
• Remote-friendly, flexible work environment

About the Role

We’re looking for a Technical Support Specialist who sits between our users and our engineering team. You’ll communicate directly with users, investigate technical issues hands-on, reproduce bugs, and turn real-world problems into clear, actionable tickets.

This role is ideal for someone who enjoys debugging, structured thinking, and helping users while improving product quality.

What You’ll Do

• Respond to user emails and messages via Intercom with a clear, empathetic, and professional tone
• Investigate reported issues by testing the product and reproducing bugs independently
• Identify steps to reproduce, expected vs actual behavior, and edge cases
• Create well-structured bug reports and tasks in Linear
• Add screenshots, screen recordings, and other relevant context to tickets
• Coordinate with engineers by answering follow-up questions and retesting fixes
• Follow up with users once issues are resolved or updates are available
• Handle miscellaneous operational tasks, such as:
  • Uploading or updating data on our website
  • Simple admin or content updates
  • Supporting ad-hoc tasks across the team when needed

What We’re Looking For

• Experience in technical support, QA, customer support, or operations
• Strong written communication skills with non-technical users
• Ability to investigate issues methodically and reproduce bugs reliably
• Comfortable using tools like Intercom and Linear (or similar tools)
• Self-motivated and comfortable working independently
• Technical curiosity and willingness to learn how the product works deeply

Nice to Have

• QA or testing experience for mobile or web apps
• Startup or SaaS experience
• Familiarity with bug tracking systems and support workflows

Why Join Us

• High ownership and real impact on product quality
• Close collaboration with product and engineering
• Remote-first, flexible environment
• Clear path to grow into QA, Product Ops, or Product roles