Product Support Specialist

Zuddl is seeking a Product Support Specialist to join our dynamic team in Hyderabad / Secunderabad, Telangana, India. In this critical, customer-facing role, you will be the primary point of contact for customer inquiries, providing prompt and effective solutions across multiple channels. Your responsibilities will include troubleshooting issues, guiding users through the Zuddl platform, and ensuring high-quality resolutions. You will also contribute to scaling our support operations through documentation and automation.

This role is ideal for individuals who possess high empathy, thrive under pressure, excel at problem-solving, and derive satisfaction from helping users achieve success.

Key Responsibilities:

Tactical Support & Troubleshooting

• Respond to real-time customer queries via Intercom chat, support tickets, and Slack channels.
• Identify, diagnose, and resolve issues related to event setup, platform navigation, and integrations.
• Collaborate with Product and Engineering teams on critical or unknown bugs.

Platform Navigation & Guidance

• Assist users in locating the appropriate modules and tools within the Zuddl platform.
• Clearly explain workflows, dependencies, and integrations.
• Utilize screen recordings, screenshots, and visual walkthroughs to aid user understanding.

Support Process Optimization

• Maintain accurate logs of tickets, SLAs, resolutions, and escalations.
• Identify recurring issues and develop playbooks for standardized support.
• Proactively suggest improvements to product UX/UI based on customer feedback and friction points.

Self-Service Knowledge Base

• Create and update help center articles and internal troubleshooting guides.
• Facilitate ticket deflection by providing educational content and short videos.
• Collaborate with the Enablement team to transform FAQs into customer-facing assets.

Cross-functional Collaboration

• Work closely with the Enablement team for complex onboarding issues or feature walkthroughs.
• Partner with Engineering on ticket resolution and edge-case bugs.
• Provide UX feedback and report recurring friction themes to the Product team.
• Align with Customer Success Managers (CSMs) on escalated customer issues and resolution strategies.

What We're Looking For:

• 1-3 years of experience in a SaaS support, helpdesk, or customer experience role.
• Excellent written communication skills, with the ability to explain complex issues simply.
• Familiarity with support tools such as Intercom, Zendesk/Freshdesk, Notion, and Loom.
• Demonstrated patience, empathy, and calmness when working under pressure.
• Prior experience with event platforms or technical support is a plus.

Why Work With Us?

• Enjoy a 100% remote-first and global team environment.
• Gain visibility and ownership in a growth-stage startup.
• Benefit from ESOPs and performance-based rewards.
• Immerse yourself in a culture that values learning, transparency, and bias-for-action.
• Experience flexible leave, comprehensive health benefits, and generous work autonomy.

This is a permanent job opportunity.