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