The Role
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.
Summary Generated by Built In
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
Skills Required
- 1-3 years in a SaaS support, helpdesk, or customer experience role
- Strong written communication and ability to explain complex issues simply
- Familiarity with support tools such as Intercom, Zendesk or Freshdesk, Notion, and Loom
- Patience, empathy, and calmness under pressure
- Prior experience with event platforms or technical support
- Experience creating and updating help center articles, internal troubleshooting guides, and short educational videos
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The Company
What We Do
Zuddl is a unified events and webinars platform, which helps B2B event marketers simplify their event tech stack. Instead of using 8-10 different tools and platforms for running one event end to end, use Zuddl to manage your in-person, virtual and hybrid event programs and webinars from one platform. Zuddl is trusted by companies like Stack Commerce, Rocket Lane, ServiceNow, Storyblok, Mindtickle, Cloudsmith, Expensify, Partnership Leaders, United Nations, NAMIC, HBA, NASSCOM, Google, Microsoft, Kellogg’s amongst others to help them unify their event stack
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