Job Description

Who We Are Zinier is a global company headquartered in San Mateo, California, with offices in Latin America, Singapore, Bengaluru, Australia, and Portugal and backed by leading investors including Accel Partners and Founders Fund. We Are Passionate About Our Vision 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. Why we exist Services shape how we live. Electricity lights up our homes. The Internet opens up our worlds. Cellular phones keep us connected no matter where we are. We take for granted the things we can turn on with the flip of a switch. But when even one of the services we depend on isn\'t available, the day can quickly start to go sideways. For organizations that provide these services, some of the most important work happens in the field - in neighborhoods, across open spaces, and along millions of last miles that criss-cross the country. Every moment of downtime matters, which is why Zinier exists. Zinier empowers organizations to work smarter - from the main office to the field - to solve problems quickly, fix things before they break, and keep people in the rhythm of their days. To do this, Zinier has created a scalable platform powered by AI-driven insights and intelligent automation that helps field service teams work smarter, better, faster, and more efficiently. We help organizations automate routine tasks so the people in the field can focus on putting their expertise to work. We work with customers in telecom and energy. What We\'re Looking For Delivering Awesome is one of our leadership principles. Going beyond awesome is the norm. We are in love with solving our customers\' problems. We walk in our customers\' shoes. We sweat the details and get scrappy to delight our customers with experiences they love. We are proud of the products and solutions we build and the impact we generate. The Customer Support Engineer (L1) will be the front-line custodian of this principle. S/he will provide technical support and assistance to customers, both internal and external. S/he will work closely with internal teams as well as with customers to help investigate and resolve their issues. The work will extend over all areas of the product with specialized knowledge in one or two areas as a Subject Matter Expert (SME). Role Responsibilities: Responsible for overall customer experience related to support organization. Support with ticket creation including all information needed to understand the issue (screen shots, data, steps taken etc.). Answering basic product questions - \'how do I\', \'where can I\' etc. Researching simple issues such as does the base data exist (user exists, if the user can\'t log on. Users have rights to do what they want to do, work zones are not set up, etc.) Reviewing FAQs for answers. Potentially reproduce the issue in an internal test environment. Potentially research log files for underlying issues. Responsible for tickets from creation to resolution. Ability to coordinate with L2 and L3 to keep SLA. Experience using API\'s and tools for replicating API\'s calls. Experience in ITIL methodologies for support and escalation. Minimum of 2 years experience supporting multiple clients in bespoke applications. Experience in supporting customers in the US and UK.

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