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 are 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 L3 Technical Support Lead 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). What the role offers The Technical Support Lead will work on front-line tickets that involve the intake of incidents, verifying that 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 Lead 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 Development Team in an attempt to resolve the issue as quickly as possible. S/he 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. S/he 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 bring to the table 3-5 years of technical support experience, preferably for a SaaS product in the B2B space Expertise with the scripting language as JavaScript or JSON 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 Familiar with Postman API or equivalent is highly preferred Identify support tools gaps, enhance needs and propose solutions. Strong written skills, communication skills around technology Ability to collaborate with and mentor those around you 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 practising strict customer confidentiality, interact easily with customers, and handle conflict resolution Passionate about customer service Knowledge of mainstream mobile device platforms like Android and iOS Hungry, Hustler, Honest, Humble