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4 days ago
Requirements and responsibilities
Who we are80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing, build roads and bridges, run our manufacturing factories, ensure that we get healthcare service, and provide us with reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive?Zinier is a company on a mission to empower frontline workers - and the people supporting them - to achieve greater things for themselves and the world around them. With the majority of workers worldwide being deskless, Zinier recognizes the need for Technology Equity to improve the lives and productivity of these workers who keep the world up and running.We are a remote-first, global team headquartered in Silicon Valley, with a hybrid workforce across the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India, with leading investors that include Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC.What we are looking forAre you passionate about solving technical problems and helping customers succeed? Zinier is looking for a customer-focused, technically curious Technical Support Engineer to join our growing global support team.In this role, you’ll partner closely with customers to troubleshoot issues, resolve platform challenges, and deliver a strong support experience across Zinier’s products. You’ll work cross-functionally with Engineering, Product, Professional Services, and Customer Success teams to investigate issues, drive resolutions, and improve the overall customer experience.We’re looking for someone who enjoys digging into problems, identifying root causes, and balancing technical troubleshooting with strong communication and customer empathy. The ideal candidate is resourceful, collaborative, detail-oriented, and comfortable working in a fast-paced SaaS environment supporting enterprise customers.Where the role is locatedAnywhere in the US; able to collaborate with customers and teams in other countries or continents as needed, either remotely or in-person (occasional travel needed). What the role offersOwn the customer support experience by managing tickets from intake through resolution while meeting SLA expectationsTroubleshoot complex issues across workflows, configurations, integrations, and Zinier platform functionalityPartner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challengesDrive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflowsDevelop product expertise and become a subject matter expert (SME) across key platform areas and customer use casesCreate and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooksSupport critical customer operations through escalation handling and occasional on-call support coverageWork with global enterprise customers across industries including utilities, telecom, manufacturing, and field serviceWhat you’ll bring to the role2-5 years of experience in technical support, application support, or customer-facing SaaS support rolesStrong troubleshooting skills with the ability to investigate issues methodically and communicate clearlyCustomer-first mindset with strong organization, responsiveness, and attention to detail in fast-paced environmentsTechnical fluency with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologiesExperience with support tools such as Jira, Zendesk, Freshdesk, ServiceNow, or similar ticketing platformsExcellent communication skills with the ability to explain technical concepts to both technical and non-technical audiencesCollaborative approach working cross-functionally with Engineering, Product, and customer-facing teamsComfort operating in startups with evolving priorities, shifting workflows, and high-growth environmentsFlexibility for occasional on-call support or after-hours escalation coverage as neededBachelor’s degree preferred in Computer Science, Engineering, Information Systems, or related fields, or equivalent practical experienceBe Hungry. Be Humble. Be Honest. And Hustle.#LI-Remote
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