Product Support Specialist

FUNDING

About The Role

What You Will Do

• Tactical Support & Troubleshooting
• Respond to real-time customer queries through Pylon chat, support tickets, or Slack channels, with a first response time under 10 minutes
• Identify, diagnose, and resolve issues related to event setup, platform navigation, and integrations
• Proactively investigate issues using internal tools like LogRocket and Metabase
• Collaborate with Product, Engineering, or Customer Success Engineers (CSEs) to resolve customer issues
• Platform Navigation & Guidance
• Help users locate the right modules and tools within the platform
• Explain workflows, dependencies, and integrations simply and clearly
• Use screen recordings, screenshots, and visual walkthroughs to aid understanding
• Offer live support via Google Meet when needed
• Support Process Optimisation
• Maintain accurate and complete logs of tickets, including summaries, investigation steps, tools checked, and updates
• Keep ticket statuses current in Pylon
• Identify recurring issues and contribute to playbooks, SOPs, or escalation workflows
• Raise bugs and feature requests following our documented process
• Self-Service Knowledge Base
• Create and update help center articles, internal troubleshooting guides, and FAQs
• Contribute to ticket deflection through educational content and short videos
• Work with Enablement to proactively convert common questions into self-serve resources
• Cross-functional Collaboration
• Enablement: Route onboarding issues or walkthrough needs when outside support scope
• Engineering: Coordinate on edge-case bugs and root cause analysis
• Product: Provide feedback on UI/UX friction and emerging themes
• CSMs: Align on escalated customers and resolution plans, and track customer sentiment
• Communication & Documentation Expectations
• Communicate clearly, concisely, and empathetically in every interaction
• Set expectations with customers and follow up proactively
• Avoid internal jargon and use customer-friendly language
• Confirm resolution before closing tickets and ask if there’s anything else the customer needs
• Document tickets thoroughly with all relevant steps, findings, internal links, and escalations
  

Requirements

• 1–3 years in a SaaS support, helpdesk, or customer experience role
• Strong written communication; ability to explain complex issues simply
• Familiarity with customer support ticketing tools
• Calm under pressure, with a high degree of empathy and accountability
• Prior experience with event platforms or technical troubleshooting is a plus
  

WHY YOU WANT TO WORK HERE

• Competitive compensation
• Employee Friendly ESOPs
• Remote Working
• Flexible Leave Program
• Home Workstation Setup
• A culture built on trust, transparency, and integrity
• Ground floor opportunity at a fast-growing series A startup