Note: The job is a remote job and is open to candidates in USA. Zinier is a company focused on empowering deskless frontline workers through technology. The Technical Support Engineer will support enterprise customers by troubleshooting platform issues, managing tickets through resolution, collaborating with cross-functional teams, and improving support operations and documentation.
Responsibilities
- Own the customer support experience by managing tickets from intake through resolution while meeting SLA expectations
- Troubleshoot complex issues across workflows, configurations, integrations, and Zinier platform functionality
- Partner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challenges
- Drive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflows
- Develop product expertise and become a subject matter expert (SME) across key platform areas and customer use cases
- Create and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooks
- Support critical customer operations through escalation handling and occasional on-call support coverage
- Work with global enterprise customers across industries including utilities, telecom, manufacturing, and field service
Skills
- Are you passionate about solving technical problems and helping customers succeed? Zinier is looking for a customer-focused, technically curious Technical Support Engineer who is an ***expert** is **JavaScripting*** and knowledge of ReactJS is an added benefit, to join our growing global support team
- Anywhere 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)
- **2-5 years of experience** in technical support, application support, or customer-facing SaaS support roles
- **Strong troubleshooting skills** with the ability to investigate issues methodically and communicate clearly
- **Customer-first mindset** with strong organization, responsiveness, and attention to detail in fast-paced environments
- **Technical fluency** with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies
- **Experience with support tools** such as Jira, Zendesk, Freshdesk, ServiceNow, or similar ticketing platforms
- **Excellent communication skills** with the ability to explain technical concepts to both technical and non-technical audiences
- **Collaborative approach** working cross-functionally with Engineering, Product, and customer-facing teams
- **Comfort operating in startups** with evolving priorities, shifting workflows, and high-growth environments
- **Flexibility for occasional on-call support** or after-hours escalation coverage as needed
- Or equivalent practical experience
- **Bachelor's degree preferred** in Computer Science, Engineering, Information Systems, or related fields
Benefits
- Remote-first work arrangement; anywhere in the US
- Occasional travel as needed
Company Overview