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Senior Product Support Engineer

Zinier

Zinier

Product, Customer Service
Bengaluru, Karnataka, India
Posted on Tuesday, April 30, 2024

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 3 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 Customer Support engineer 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).

Responsibilities:

  • 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.

Requirements:

  • Bachelor's degree in a related field and 5+ 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