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Zinier is a no-code customization platform empowering frontline workers globally, backed by top-tier investors including Accel, Founders Fund, and Tiger Global. The company is headquartered in Silicon Valley with a distributed team across the US, Canada, Europe, Latin America, Singapore, and India.
You will join the global 24/7 Support Engineering team as a front-line technical custodian of customer experience. This role combines hands-on debugging, complex problem-solving, and direct customer engagement with clear pathways into senior technical roles (Senior Software Development Engineer, Solution Developer, Solution Architect) or Customer Success leadership.
Key responsibilities include:
- Monitor and respond to customer issues via portal tickets, email, or Slack within defined SLAs
- Diagnose and resolve technical issues: workflow misconfigurations, API failures, code-based issues, and data discrepancies
- Investigate logs, trace workflow execution paths, and analyze JSON payloads to isolate breaking logic
- Resolve complex requests independently; escalate appropriately with clear documentation
- File production deployment requests on behalf of customers, coordinating with internal teams
- Contribute to knowledge-base articles and documentation to reduce repeat queries
- Ideate and implement AI solutions to improve customer experience or the product
- Maintain high standards for customer communication and response-time adherence
- Participate in on-call rotations and occasional weekend support
- Work on Engineering and Implementation/Delivery projects as bandwidth allows
- Collaborate with Solution Architects and sales teams (for those with Solution Architecture aspirations)
You will work primarily during US and EMEA business hours, with potential weekend shifts in the future. This role offers exposure to the full tech stack—from debugging backend services (Java, Spring Boot) to front-end interfaces (React) and mobile UI development.
REQUIREMENTS:
- Bachelor's degree in a relevant field
- 2+ years of experience in JavaScript development, Solutions development, Application Support, Customer Engineering, or a related role
- Hands-on proficiency with JavaScript, JSON, HTML, and CSS for debugging and configuration analysis
- Familiarity with log analysis, REST APIs, and basic SQL queries
- Knowledge of operating systems, cloud services, and multi-tier web application architecture
- Experience with CRM and ticketing systems (e.g., Jira, Salesforce) and remote support tools
- Excellent written and verbal communication skills with ability to engage stakeholders at varying technical levels
- Strong analytical mindset and customer-first orientation
- Willingness to work shifts, weekends, and 24/7 on-call rotations
DESIRABLE SKILLS:
- Exposure to Grafana or similar monitoring/observability tools
- Experience with workflow-based or field-service management systems
- Knowledge of Java, Python, or JEE frameworks
- ITIL V3/V4 certification or equivalent foundation in service management
- User-level familiarity with Linux environments
- React expertise
