[Hiring] Customer Support Associate @Zinier

Role Description

Zinier is looking for a customer-focused, technically curious Technical Support Engineer to join our growing global support team. In this role, you'll:

• 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.

Qualifications

• 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.
• Bachelor's degree preferred in Computer Science, Engineering, Information Systems, or related fields, or equivalent practical experience.

Company Description

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. 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.