Product Support Specialist

Zuddl is a modular platform for events and webinars that helps event marketers plan and execute events that drive growth. Event teams from global organizations like Microsoft, Google, ServiceNow, Zylo, Postman, TransPerfect and the United Nations trust Zuddl. Our modular approach to event management lets B2B marketers and conferences organizers decide which components they need to build the perfect event and scale their event program. Zuddl is an outcome-oriented platform with a focus on flexibility, and is more partner, less vendor. 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 DOTactical Support & TroubleshootingRespond 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 & GuidanceHelp 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 OptimisationMaintain 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 BaseCreate 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 CollaborationEnablement: 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.