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Zinc is seeking a Product Support Engineer to join their growing team in London. In this role, you will provide technical support for their software product, working closely with Customer Success and Engineering teams to diagnose and resolve user issues. You'll tackle complex bugs, contribute to challenging investigations, and share learnings that help the team better support users.
Key responsibilities include:
- Investigating and resolving technical issues reported by users, ranging from straightforward problems to subtle, elusive bugs
- Collaborating with Engineering and Customer Success teams to escalate complex issues and implement systemic fixes
- Managing and optimizing the support process using Zendesk, ensuring tickets are actioned quickly and recommending improvements to reduce time-to-resolution
- Maintaining and updating documentation to keep the source of truth current
- Proactively identifying potential issues and suggesting process improvements as the company scales
- Interfacing with users, customers, and internal teams to ensure users feel supported and heard
This role is ideal for someone who enjoys debugging tough problems, understanding how complex applications behave in real-world environments, and collaborating across teams to improve the overall user experience.
Requirements:
- Zendesk experience (or equivalent customer service and engagement platform) at scale, with ability to optimize for speed and clarity
- MongoDB and database knowledge; comfortable reading, querying, and troubleshooting production data; experience with data migrations
- Scripting knowledge; comfortable reading TypeScript codebases to trace and diagnose root causes, run diagnostics, write quick scripts, and understand logs
- Proactive mindset; you anticipate problems, flag them, and fix them
- High autonomy and self-motivation; ability to take ownership while collaborating effectively with a three-person team
- Strong problem-solving skills, particularly with hard-to-reproduce bugs and messy edge cases
- Excellent communication skills; ability to interface clearly and empathetically with Customer Success, engineers, end-users, and clients
- Kind and collaborative approach to cross-team engagement
