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
