3rd Line Support Engineer

Zinc; London; Remote; GBP 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Support Engineer, where you'll be the first line of tech support, driving improvements in user experience. This role offers the opportunity to solve complex issues, collaborate with talented teams, and shape the support process from the ground up. With a culture that prioritizes innovation and employee autonomy, you'll thrive in an environment that values your contributions. Enjoy a flexible work arrangement, generous holiday allowance, and unique perks while making a significant impact in a rapidly growing startup focused on redefining industry standards.

Benefits

24 days holiday + Bank Holidays + birthday off

£1200 annual benefits allowance

Early finish Fridays

Work from Anywhere (30 days entitlement)

Yearly company retreat

Enhanced Maternity, Paternity, and Adoption Leave

Statutory pension with NEST

Zinc shares through EMI Scheme

Unlimited access to coaching

Company socials and free lunches

Qualifications

• Experience with Zendesk or similar customer service platforms.
• Ability to run diagnostics and write quick scripts.

Responsibilities

• Own the tech support process and ensure timely resolutions.
• Collaborate with engineering and customer success teams.

Skills

Zendesk

MongoDB

Scripting

Problem Solving

Communication

Job description

Description

As our product keeps evolving and scaling to support more customers than ever before, we’re looking for a diligent, proactive, and problem-loving Support Engineer to join our team!

You’ll be the first line of tech support, owning the entire support process, collaborating with our Customer Success and Engineering teams, and making impactful improvements to how we handle user issues. If you're someone who loves debugging complex bugs, resolving issues that stump others, and shaping process at scale - this one’s for you.

Key Responsibilities

1. Owning the tech support process: You’ll be the go-to person for all technical tickets raised by our Customer Success team. From issue diagnosis to resolution, you’ll make sure nothing slips through the cracks and that we deliver a best-in-class experience.
2. Problem-solving like a detective: Some issues will be straightforward, others subtle and elusive. Your job is to hunt them down and squash them. You’ll be the person everyone turns to when "it works on my machine" just won’t cut it.
3. Collaborating with the dream team: Work closely with Engineering and Customer Success teams to resolve issues fast, escalate trickier bugs, and suggest systemic fixes where needed.
4. Process improving wizardry: Our support process is still early stage. You’ll build on what's there, proactively making it smoother, faster, and more scalable.
5. Being the Zendesk master: Own the support tooling end-to-end using Zendesk, ensure tickets are actioned quickly, and make recommendations on improvements that reduce time-to-resolution.
6. Supporting users, delighting customers: Whether it’s a candidate struggling to sign in or an obscure backend issue, you’ll ensure our users always feel supported and heard.

Skills, Knowledge and Expertise

Hard Skills

• Zendesk experience (or other customer service and engagement platform): You’ve used a support system at scale and know how to optimise it for speed and clarity.
• MongoDB and database know-how: Some tickets may require peeking into production data.
• Scripting knowledge: You don’t need to live in the codebase, but being able to run diagnostics, write quick scripts, or understand logs will make you unstoppable.

Soft Skills

• Proactive: You don’t wait for problems; you anticipate them, flag them, and fix them.
• Autonomous: You’ll be a team of one for now, so high ownership and self-motivation are musts.
• Problem Solver: You live for the "can’t reproduce" bugs and messy edge cases.
• Strong Communicator: You'll be interfacing with our Customer Success team, engineers, and end-users. Clarity and empathy go a long way.
• Kind and collaborative: While you'll work independently, you’re excited to engage across teams to improve the whole user experience.

What we offer

Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring

• 24 days holiday + Bank Holidays + your birthday off
• £1200 annual benefits allowance (ThanksBen, from month 2)
• Early finish Fridays (16:00)
• Work from Anywhere (30 days entitlement)
• Yearly company retreat to Serbia
• Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
• Statutory pension with NEST (3% employer, 5% employee)
• Zinc shares, issued through the EMI Scheme
• Unlimited access to MoreHappi coaching
• Company socials, quarterly team socials, free Monday lunches
• Nursery workplace benefit scheme (Yellownest)
• Option to lease an electric car through Electric Car Scheme
• Celebrated Zinc anniversaries

Who we are

Zinc builds automated reference and background checking tools designed to improve candidate experience and set new industry standards. Founded in 2017 by a team with extensive HRTech experience, Zinc is an early-stage startup rapidly growing as it redefines efficiency, transparency, and fairness in background checks.

Read more about our story here: https://zincwork.com/mission

We're a culture first company, by this we don't just mean an active calendar of both company and team organised events (which we do have), Zinc's culture is defined by a respectful and autonomous approach to all employees, fostering support for new ideas, promoting a flexible work environment, and operating within a flat structure. While socials, lunches, and events enhance the experience, the core of Zinc's culture drives employees to embrace innovation, share successes, and feel motivated about the company's future.

We Recently Redefined Our Company Values

The pieces that make Zinc: Pragmatic, Integrity, Empathy, Collaborate, Empowered, Speed.