Customer Support Associate

Who we are

80% 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 for

Are 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 youll partner closely with customers to troubleshoot issues resolve platform challenges and deliver a strong support experience across Ziniers products. Youll work cross-functionally with Engineering Product Professional Services and Customer Success teams to investigate issues drive resolutions and improve the overall customer experience.

Were 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 located

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).

What the role offers

• 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

What youll bring to the role

• 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
• Bachelors degree preferred in Computer Science Engineering Information Systems or related fields or equivalent practical experience
• Be Hungry. Be Humble. Be Honest. And Hustle.

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