First-responder for customer queries across Intercom, Slack, and support tickets. Troubleshoot event setup, navigation, and integrations; escalate bugs to Product/Engineering. Create help-center articles, playbooks, and visual walkthroughs to deflect tickets. Maintain ticket logs and SLAs, identify recurring issues, and collaborate cross-functionally with Enablement, CSMs, Product, and Engineering.
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.
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.
- 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.
- 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
Zuddl Hyderabad, Telangana, IND Office
Hyderabad, Telangana 500034, Hyderabad, Telangana , India, 500034
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