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Customer Support Associate
Zinier
- Boston, Massachusetts, United States
- Boston, Massachusetts, United States
About
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. With the majority of workers worldwide being deskless, Zinier recognizes the need for Technology Equity to improve the lives and productivity of these workers who keep the world up and running.
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, with leading investors that include Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC.
What we are looking for Are you passionate about solving technical problems and helping customers succeed? Zinier is looking for a customer‑focused, technically curious Technical Support Engineer to join our growing global support team.
In this role, you’ll partner closely with customers to troubleshoot issues, resolve platform challenges, and deliver a strong support experience across Zinier’s products. You’ll work cross‑functionally with Engineering, Product, Professional Services, and Customer Success teams to investigate issues, drive resolutions, and improve the overall customer experience.
We’re looking for someone who enjoys digging into problems, identifying root causes, and balancing technical troubleshooting with strong communication and customer empathy. The ideal candidate is resourceful, collaborative, detail‑oriented, and comfortable working in a fast‑paced SaaS environment supporting enterprise customers.
Where the role is located Anywhere in the US; able to collaborate with customers and teams in other countries or continents as needed, either remotely or in‑person (occasional travel needed).
What the role offers
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
What you’ll bring to the role
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
Be Hungry. Be Humble. Be Honest. And Hustle.
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Languages
- English
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