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Open nowPosted 147 days ago

Product Support Specialist

Zuddl13 open roles

Where
Hyderabad
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Your applicationOpen nowProduct Support SpecialistZuddl · Hyderabad

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The clock on this job

Early applications get read.

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Share of postings closed within
  1. 2.0%1 day
  2. 4.2%3 days
  3. 11.4%7 days
  4. 17.5%14 days
  5. 34.2%30 days
  6. 43.5%60 days
This job: posted 147 days ago

The posting

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
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