Zinier is seeking an L1/L2 Support Engineer to serve as the front-line custodian of customer experience, delivering advanced technical support to resolve complex and critical issues for both internal and external customers. This role involves deep collaboration with cross-functional teams, root cause analysis, and ensuring SLAs are met across all support tickets.
What You'll Do
- Responsible for overall customer experience related to support organization
- Courteous and customer centric alignment for a global customer base
- Provide advanced technical support to resolve complex and critical issues
- Analyze and diagnose escalated incidents, identifying root causes and implementing solutions
- Lead investigations into recurring problems, identify trends, and implement long-term solutions
- Collaborate with other teams, and stakeholders to address intricate technical challenges
- Participate in on-call rotations for critical issue resolution outside regular business hours
- Contribute to the development and maintenance of technical documentation
- Collaborate with other teams to share expertise and resolve issues efficiently
- Document and maintain knowledge base articles for issue resolution
- Participate in the development and improvement of support processes and workflows
- Escalate issues to appropriate teams when necessary
- Responsible for tickets from creation to resolution and ensuring SLAs are met for all tickets
What We're Looking For
- Bachelor's degree in a related field
- 2+ years of experience in support or a relevant role
- Strong knowledge of advanced troubleshooting methodologies
- Excellent communication and leadership skills
- Strong analytical and problem-solving skills
- Knowledge of operating systems, cloud services, and server administration
- Experience with ticketing systems and remote support tools
- Willingness to work on a 24/7 on-call rotation
Technical Stack
- Operating systems
- Cloud services
- Server administration
- Ticketing systems
- Remote support tools
Work Mode
Global company with distributed offices; role supports 24/7 on-call rotation, indicating global operational coverage. Locations include San Mateo, California; Latin America; Singapore; Bengaluru; Australia; and Portugal.
We are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
