Principal Platform Support Engineer (L2)

ABOUT ZINIER

Zinier is on a mission to empower frontline workers — and the people supporting them — to achieve greater things for themselves and the world around them. With 80% of the global workforce being deskless, Zinier's no-code customisation platform drives Technology Equity, improving the lives and productivity of workers who keep the world up and running.

We are a global team headquartered in Silicon Valley, with a hybrid workforce across the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India. Our investors include Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC.

To learn more, check out www.zinier.com

ROLE OVERVIEW

We are looking for a Principal Platform Support Engineer — the most senior individual contributor in our support engineering track. This role operates at the intersection of deep platform expertise, strategic process design, and cross-functional influence. You will set the long-term technical direction for support operations, partner with product and engineering on platform reliability, and serve as the definitive escalation point for the most critical customer incidents globally.

KEY RESPONSIBILITIES

• Strategic Technical Leadership
  • Own the resolution of Sev 1 / Sev 2 incidents, acting as the senior-most technical authority across all support tiers.
  • Define the technical investigation framework — the methodologies, tooling, and standards by which all complex issues are diagnosed.
  • Drive architectural review of recurring failure patterns and translate findings into product-level recommendations with engineering leadership.
  • Collaborate with the Head of Support and engineering leadership to shape the long-term support tooling and observability roadmap.
    
    
• Platform & Engineering Partnership
  • Be the named technical owner for the most complex, long-running investigations that span multiple teams and product areas.
  • Participate in engineering design reviews and architecture discussions to advocate for operability, debuggability, and customer impact.
  • Identify systemic product deficiencies from support signals and drive structured product feedback loops with engineering and product management.
  • Lead platform knowledge transfer to ensure no single point of failure in critical product areas within the support organisation.
    
    
• Observability & Reliability
  • Own the observability strategy for support — define what must be instrumented, alertable, and dashboarded to proactively detect customer impact.
  • Partner with SRE/infra teams to implement proactive monitoring that reduces time-to-detection for production incidents.
  • Drive improvements to alert quality, reducing noise and ensuring every alert corresponds to actionable customer impact.
    
    
• Mentorship & Organisational Capability
  • Act as a technical mentor and career guide for Tech Leads, Senior, and Platform Support Engineers.
  • Lead internal learning programmes, advanced debugging workshops, and knowledge-sharing sessions across the support and solutions teams.
  • Define the technical career ladder for support engineering in partnership with the Head of Support and HR.
    
    
• Process & Documentation
  • Define and govern the standard for RCA quality, post-incident reviews, and runbook completeness across the organisation.
  • Own the design of support SOPs and ensure they remain accurate, actionable, and adopted by the team.
  • Produce executive-level incident summaries and technical briefings for senior internal and customer stakeholders.

REQUIRED SKILLS & EXPERIENCE

• 7+ years in technical support, site reliability, or platform engineering, with at least 3 years in a senior technical leadership capacity.
• Expert-level proficiency in JavaScript, JSON, and workflow-engine debugging in production environments.
• Expert-level SQL — deep understanding of query optimisation, indexing strategies, stored procedures, and safe data-fix execution.
• Expert working knowledge of Grafana and the broader observability stack (Loki, Prometheus, Tempo or equivalents).
• Strong understanding of distributed systems, cloud architecture (AWS), and enterprise SaaS reliability patterns.
• Demonstrable track record of influencing engineering and product roadmaps through support-derived insights.
• Outstanding communication and executive-presence skills — able to represent the support function at all levels of the organisation.

DESIRABLE SKILLS

• Prior experience as a Solutions Architect or in a pre-sales engineering role.
• Published knowledge — internal standards documents, external engineering blog posts, conference presentations.
• Experience designing support tooling or internal developer platforms.
• ITIL V3/V4 Expert or Service Management certification.

WHY JOIN US

• Unique opportunity to form a front-facing layer that not only is the front-line to customer deployments, but also has the ability to work closely with Solution Architects and others to influence Product blueprints.
• Work across the full tech stack — from debugging backend services(Java, spring boot) to exploring front-end interfaces built with React and extending into mobile UI development.
• Build internal tools, fix production issues, and contribute to engineering stability, all while learning from experienced platform, product and solution engineers.
• Be part of a high-impact team that bridges engineering and customer experience, where your work helps improve both product quality and customer trust.
• Join a company that values learning, ownership, and long-term growth.
• This role is aligned to the SDE3 capability level and is the apex of the support engineering individual-contributor track. High performers progress to:
  • Head, Platform Support
  • Solutions Architect
  • Engineering Manager or Staff Engineer (product/platform engineering)