Customer Support Associate - Remote

About The Company

Zinier is a forward-thinking technology company dedicated to empowering frontline workers worldwide. Recognizing that approximately 80% of the global workforce operates in deskless roles—such as infrastructure construction, manufacturing, healthcare, and telecommunications—Zinier aims to bridge the technology gap faced by these essential workers. Headquartered in Silicon Valley and operating as a remote-first, global team, Zinier leverages innovative solutions to improve productivity, safety, and operational efficiency for frontline teams. Backed by leading investors including Accel, ICONIQ Capital, Founders Fund, and Qualcomm Ventures, the company is committed to fostering technology equity and transforming the way frontline workforces are supported and managed.

About The Role

We are seeking a highly motivated and technically skilled Technical Support Engineer to join our dynamic support team. This role is integral to ensuring our enterprise customers receive exceptional support and troubleshooting assistance for Zinier's SaaS platform. The ideal candidate will have strong expertise in JavaScript, with additional knowledge of ReactJS being a plus. You will work closely with customers to resolve complex technical issues, collaborate with cross-functional teams including Engineering, Product, and Customer Success, and contribute to continuous improvement initiatives. This position offers the flexibility to work remotely from anywhere in the US and involves engaging with global clients across various industries such as utilities, telecom, manufacturing, and field services.

Qualifications

• 2-5 years of experience in technical support, application support, or customer-facing SaaS roles
• Proficiency in JavaScript programming
• Knowledge of ReactJS or similar front-end frameworks is an advantage
• Strong troubleshooting and issue investigation skills
• Experience with enterprise software, web applications, APIs, and integrations
• Familiarity with support tools such as Jira, Zendesk, Freshdesk, or ServiceNow
• Excellent communication skills, capable of explaining technical concepts to diverse audiences
• Customer-first mindset with strong organizational and responsiveness skills
• Ability to work collaboratively across teams and in fast-paced environments
• Comfort with occasional on-call support and after-hours escalation
• Bachelor's degree in Computer Science, Engineering, Information Systems, or related fields preferred, or equivalent practical experience

Responsibilities

• Manage customer support tickets from initial intake through resolution, ensuring SLA compliance
• Diagnose and troubleshoot complex issues related to workflows, configurations, integrations, and platform functionality
• Collaborate with Product, Engineering, and Customer Success teams to resolve customer challenges effectively
• Identify recurring issues and root causes to recommend process improvements and support enhancements
• Develop and update documentation such as knowledge base articles, troubleshooting guides, and support playbooks
• Support critical customer operations through escalation handling and occasional on-call support coverage
• Build expertise in Zinier's platform features and become a subject matter expert in key areas
• Engage with global enterprise clients across various industries, understanding their unique requirements and providing tailored solutions
• Participate in continuous learning and professional development to stay current with product updates and industry best practices

Benefits

• Competitive salary and performance-based incentives
• Flexible remote work environment
• Health, dental, and vision insurance coverage
• Professional development opportunities and training
• Collaborative and inclusive company culture
• Opportunity to work with innovative technologies and a global team
• Work-life balance with flexible scheduling options