JavaScript Job: Customer Support Engineer (US)

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 reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive?

If you are still reading, and connect compassionately about this underserved segment, come and join us to drive Technology Equity in the global workforce.

At Zinier, we are on a mission to enable these 2.7 B Deskless Workers achieve greater success for themselves and the world around them. Guided by a deep understanding of their needs, we design software experiences that enable every Deskless Worker to excel in the field.

We are a remote-first global team headquartered in Silicon Valley. Our hybrid workforce is spread across London, Lisbon, Mexico City, Singapore and Bangalore, and leading investors, including Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management and Qualcomm Ventures LLC.

What we're looking for

A Customer Support Engineer's primary duty is to provide customer support and assistance to customers, both internal and external. S/he should also be able to develop solutions in our low-code/ no-code tooling environment, Studio Z. We need a combination of customer relationship management coupled with strong product understanding and problem solving skills. They will work closely with internal teams as well as with customers to help investigate and resolve their issues.

What the role offers:

The Customer Support Engineer will work on front-line tickets that involve the intake of incidents, verifying all indicative data and issue descriptions, screenshots, records, documents, knowledge base, etc. Making sure all the prior information is present and documented within the ticket, the Support Engineer will work to recreate the reported issue and investigate further to determine the root cause of the issue and deliver a resolution to the customer. If the root cause cannot be determined, or the issue cannot be resolved, s/he will escalate the issue to the Solutions Development Team in an attempt to resolve the issue as quickly as possible.

The Customer Support Engineer will also leverage the Low-code/ No-code toolkit to develop basic solutions for our customers, and should be able to train and coach the customer to use them if they have the skills available

A Customer Support Engineer should be able to communicate clearly in both written and verbal communication. S/he will be a strong listener who can drill deeper into a situation by asking the needed questions with the customer in order to gain better clarity of the issue to bring about a resolution. The Customer Support Engineer does require a familiarity with code and/or some programming experience, which is helpful in determining the root cause of the issue. It will also be important for the individual to communicate all learnings into Knowledge Base articles for future reference by team members and customers.

What you'll bring to the table:

• 3-5 years of Customer Support experience, preferably for a SaaS product in the B2B space
• At Least 1-2 years working with end customers' tickets
• Can read and make edits to languages such as JavaScript or JSON
• Familiar with Postman API or equivalent is highly preferred
• Strong communication skills around technology
• Strong written skills
• Excellent Problem Solving and Analytical Skills
• Ability to:
  • tackle problems in technical systems with skill and accuracy
  • troubleshoot quickly
  • be self-directed and responsible in working on one's own
  • maintain client confidence by practicing strict customer confidentiality
  • interact easily with customers
  • handle conflict resolution
• Passionate about customer service
• Knowledge of mainstream mobile device platforms like Android, Windows phone and iOS
• Experience troubleshooting lines of code
• Experience with the following applications: ZenDesk, Jira, Confluence, Postman, etc.
• Comfortable using application logs, browser dev tools, and other tools to investigate issues