Senior Platform Support Engineer (L2)
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Job Summary
ABOUT ZINIER
Zinier is on a mission to empower frontline workers and the people supporting them to achieve greater things for themselves and the world around them. With 80% of the global workforce being deskless Ziniers no-code customisation platform drives Technology Equity improving the lives and productivity of workers who keep the world up and running.
We are a global team headquartered in Silicon Valley with a hybrid workforce across the United States Canada Europe Latin America Singapore and Bangalore India. Our investors include Accel ICONIQ Capital Founders Fund Newfund Capital NGP Capital Tiger Global Management and Qualcomm Ventures LLC.
ROLE OVERVIEW
We are looking for a Senior Platform Support Engineer who brings advanced technical depth and independent ownership to the support function. You will handle the most complex L2 cases on the platform mentor junior engineers and act as a bridge between support and engineering/product teams. This role suits engineers who thrive in ambiguous high-impact situations and want to shape how support excellence is delivered at Zinier.
KEY RESPONSIBILITIES
- Own and resolve advanced L2 incidents end-to-end including root-cause analysis customer communication and post-incident documentation.
- Investigate escalated issues involving JavaScript workflow logic JSON configuration errors API anomalies and database irregularities.
- Analyse Grafana dashboards and observability stacks (Loki Tempo) to detect and diagnose system anomalies proactively.
- Review and optimize SQL queries to identify performance bottlenecks and data integrity issues during live incidents.
- Mentor and guide Platform Support Engineers on debugging approaches RCA writing and escalation best practices.
- Lead knowledge-base initiatives authoring runbooks troubleshooting guides and technical SOPs.
- Partner with engineering and solutions teams in postmortems providing structured feedback to improve product robustness.
- Contribute to tooling and internal automation that reduces manual effort across the support function.
- Participate in on-call rotations and lead critical-incident response when senior escalation is needed outside business hours.
REQUIRED SKILLS & EXPERIENCE
- 4 years of experience in technical support customer engineering or solution development.
- Strong hands-on skills in JavaScript (workflow debugging process rule analysis) and JSON handling.
- Proficiency in SQL able to write debug and optimise queries and diagnose data anomalies.
- Familiarity with observability tools such as Grafana Loki or Prometheus.
- Solid understanding of REST API interactions HTTP semantics and integration patterns.
- Experience with AWS or equivalent cloud platform at a working level.
- Demonstrated ability to mentor junior engineers and drive knowledge-sharing within a team.
- Excellent communication skills able to distill complex technical findings into clear customer and internal communications.
DESIRABLE SKILLS
- Exposure to backend development in Java/Spring Boot or frontend in React.
- Understanding of field service management or workflow-orchestration domains.
- ITIL V3/V4 foundation or equivalent service-management certification.
- Experience building or contributing to internal tooling or automation scripts.
WHY JOIN US
- Unique opportunity to form a front-facing layer that not only is the front-line to customer deployments but also has the ability to work closely with Solution Architects and others to influence Product blueprints.
- Work across the full tech stack from debugging backend services(Java spring boot) to exploring front-end interfaces built with React and extending into mobile UI development.
- Build internal tools fix production issues and contribute to engineering stability all while learning from experienced platform product and solution engineers.
- Be part of a high-impact team that bridges engineering and customer experience where your work helps improve both product quality and customer trust.
- Join a company that values learning ownership and long-term growth.
- This role is aligned to the SDE1 capability level. High performers progress to:
- Tech Lead Platform Support
- Principal Platform Support Engineer
- Team Lead Platform Support
Required Experience:
Senior IC
About Company
Who we are: Zinier’s No-Code Customization field service automation platform empowers field service organizations with the combined power of humans and technology to keep our world up and running.No two field service organizations are alike… From the IT ecosystem you connect with, to ... View more
