Product Support Specialist

Ovii's Interpretation of the Role

The Product Support Specialist serves as the first line of assistance for users of Zuddl's event platform, resolving issues quickly across chat, tickets, and Slack. The role blends technical troubleshooting with clear documentation and cross‑functional collaboration to improve the product experience.

Role Snapshot

• First responder to customer queries
• Troubleshoot SaaS event platform issues
• Create and maintain knowledge‑base content
• Log tickets, SLAs, and escalation details
• Collaborate with product, engineering, and CSMs
• Identify recurring problems and build playbooks
• Recommend UX improvements from user feedback

Must-Have Requirements

• Support tools (Intercom, Zendesk/Freshdesk)
• Strong written communication
• Patience, empathy, calmness under pressure
• SaaS support
• helpdesk
• customer experience

Nice-to-Have Signals

• Prior experience with event platforms or technical support
• Familiarity with Notion
• Familiarity with Loom
• event platform experience

Work Setup

• Location: Hyderabad, India
• Work mode: REMOTE
• Remote scope: GLOBAL
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility details
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Respond to real‑time customer queries via Intercom chat, ticketing systems, or Slack
• Diagnose and resolve issues related to event setup, platform navigation, and integrations
• Maintain clear ticket logs, SLA tracking, and create standardised playbooks
• Author and update help‑centre articles, short videos, and internal troubleshooting guides
• Work with product, engineering, and CSMs to resolve bugs and provide UX feedback
• Proactively suggest product UI/UX improvements based on friction points

Good Fit If You Have

• High empathy and patience when handling user problems
• Thrives in fast‑paced, pressure‑filled environments
• Enjoys problem‑solving and helping users succeed
• Excellent written communication skills