Overview
About Zinier
Zinier is focused on empowering frontline workers and the teams supporting them through its no-code customisation platform. The company operates with a global hybrid workforce across the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India.
The platform helps improve productivity and technology access for deskless workers across industries.
Role Overview
Zinier is hiring a Platform Support Engineer to join its global 24/7 support team. The role involves providing technical support across the Zinier platform while acting as a key point of contact for customer issues and troubleshooting.
This position is suited for engineers interested in debugging, technical problem-solving, and customer interaction, with opportunities to grow into advanced technical and support leadership roles.
Key Responsibilities
- Monitor and respond to customer requests through email, chat, and phone while meeting SLA expectations.
- Diagnose and resolve L1/L2 issues including workflow misconfigurations, API failures, and data inconsistencies.
- Review logs, trace workflow execution, and analyse JSON payloads to identify root causes.
- Handle support requests independently and escalate issues with proper documentation when needed.
- Coordinate production deployment requests with internal teams on behalf of customers.
- Contribute to and improve knowledge-base documentation to reduce recurring queries.
- Maintain high standards for customer communication and response management.
- Participate in technical and product training sessions to expand platform knowledge.
- Support on-call rotations and weekend coverage based on operational requirements.
Required Skills & Experience
- Bachelor's degree in a relevant discipline with 0-2 years of experience in technical support or related areas.
- Practical knowledge of JavaScript, JSON, HTML, and CSS for debugging and configuration analysis.
- Understanding of REST APIs, log analysis, and basic SQL queries.
- Familiarity with operating systems, cloud services, and multi-tier web application architecture.
- Experience using ticketing systems such as Jira and remote support tools.
- Willingness to work in 24/7 support rotations, including weekends when required.
Preferred Skills
- Exposure to Grafana or similar observability platforms.
- Knowledge of workflow-based or field-service management systems.
- Experience with Java, Python, or JEE frameworks.
- ITIL V3/V4 certification or similar service management fundamentals.
- Basic familiarity with Linux environments.
Growth Opportunities
This role aligns with the SDE1 capability level and offers growth opportunities into positions such as Senior Platform Support Engineer, Tech Lead, and Team Lead within Platform Support.
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Education Requirements
- Bachelor's degree in a relevant field
Eligible Batch Years
Zinier
Zinier is a technology company that provides AI-powered field service management software designed to support large organizations with deskless and frontline workforces. Founded in 2016, the company focuses on helping enterprises digitize and automate field operations such as inspections, maintenance, installations, and service workflows. Its platform enables organizations to build and deploy customized field service applications with low-code tools, advanced automation, and predictive intelligence to improve productivity and operational efficiency.
Headquartered in San Mateo, California, with major development and operations centers in Bengaluru, India, Zinier serves industries such as telecommunications, utilities, infrastructure, and logistics. The company positions itself as a leader in next-generation field service automation, emphasizing AI-driven decision support, workflow orchestration, and rapid application development for frontline teams. Zinier has raised venture funding from global investors and is known for its focus on transforming the digital experience of field technicians and operational teams.
Company Details
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Websitezinier.com