Product Support Specialist

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