zuddl
Product Support Specialist
Skills
Job description
Zuddl is the unified events platform that gives B2B marketing teams complete ownership of their brand, their data, and their pipeline impact — across conferences, field events, webinars, and trade shows. Instead of duct-taping point solutions together or waiting on agencies and web dev queues, teams at Figma, CrowdStrike. Iterable, and Grafana Labs use Zuddl to design pixel-perfect event experiences, launch programs in minutes, and prove revenue impact back to the business — all from one platform they actually control.
Role Overview
As a Product Support Specialist, you will be the first responder to customer queries across channels. You’ll troubleshoot issues, guide users across the platform, and ensure high-quality resolutions, while helping us scale support via documentation and automation. This is a customer-facing, high-empathy, fast-response role, ideal for someone who thrives under pressure, loves problem-solving, and finds satisfaction in helping users succeed.
What YOU WILL DO
Tactical Support & Troubleshooting
Respond to real-time customer queries through Intercom chat, support tickets, or Slack channels.
Identify, diagnose, and resolve issues related to event setup, platform navigation, and integrations.
Collaborate with Product and Engineering on critical or unknown bugs.
Platform Navigation & Guidance
Help users locate the right modules and tools within the platform.
Explain workflows, dependencies, and integrations simply and clearly.
Share screen recordings, screenshots, or visual walkthroughs as needed.**
Support Process Optimisation
Maintain clear logs of tickets, SLAs, resolutions, and escalations.
Identify recurring issues and create playbooks for support standardisation.
Proactively recommend improvements to product UX/UI based on customer friction points.
Self-Service Knowledge Base
Create and update help centre articles and internal troubleshooting guides.
Support ticket deflection through educational content and short videos.
Work with Enablement to convert FAQs into customer-facing assets.
Cross-functional Collaboration
Enablement: Route complex onboarding issues or feature walkthroughs.
Engineering: Collaborate on ticket resolution and edge-case bugs.
Product: Provide UX feedback and recurring friction themes.
CSMs: Align on escalated customers and resolution plans.
What We're Looking For
1–3 years in a SaaS support, helpdesk, or customer experience role.
Strong written communication; ability to explain complex issues simply.
Familiarity with support tools like Intercom, Zendesk/Freshdesk, Notion, Loom.
Patience, empathy, and calmness under pressure.
Prior experience with event platforms or technical support is a plus.
Why You Want To Work Here
100% remote-first and global team
Growth-stage startup with visibility and ownership
ESOPs + performance-based rewards
Deep culture of learning, transparency, and bias-for-action
Flexible leave, health benefits, and generous work autonomy