3rd Line Support Engineer

Zinc Work Limited; London; On-site; GBP 45,000; Full time

Job summary

An innovative firm is looking for a proactive Support Engineer to enhance their tech support process. This role involves managing technical tickets, collaborating with Customer Success and Engineering teams, and improving user experience. If you thrive on solving complex problems and enjoy working independently, this position offers a unique opportunity to contribute to a product that redefines data ownership in hiring. With a supportive work culture and numerous benefits, this role is perfect for someone eager to make an impact.

Benefits

24 days holiday + Bank Holidays + birthday off

£1200 annual benefits allowance

Early finish Fridays (16:00)

Work from Anywhere (30 days entitlement)

Yearly company retreat to Serbia

Enhanced Maternity, Paternity, and Adoption Leave

Statutory pension with NEST

Zinc shares via EMI Scheme

Unlimited access to coaching

Company socials and team events

Qualifications

• Experience with Zendesk or similar support platforms.
• Knowledge of MongoDB for data access and interpretation.

Responsibilities

• Manage technical tickets from diagnosis to resolution.
• Collaborate with teams to resolve issues and suggest improvements.
• Oversee support tools and enhance the support process.

Skills

Zendesk

MongoDB

Scripting

Problem Solving

Communication

Job description

3rd Line Support Engineer

Department: Tech - Engineering

Employment Type: Full Time

Location: Zinc - London

Compensation: £45,000 / year

Description

As our product evolves and scales to support more customers, we’re seeking a diligent, proactive, and problem-solving Support Engineer to join our team. You will be the first line of tech support, owning the support process, collaborating with Customer Success and Engineering teams, and improving how we handle user issues. If you enjoy debugging complex problems and shaping scalable processes, this role is for you.

Key Responsibilities

1. Owning the tech support process: Manage all technical tickets from diagnosis to resolution, ensuring a seamless customer experience.
2. Problem-solving: Tackle straightforward and elusive issues, especially when standard solutions don't suffice.
3. Collaborating with teams: Work closely with Engineering and Customer Success teams to resolve issues quickly, escalate complex bugs, and suggest systemic improvements.
4. Process improvement: Enhance the support process to be more efficient, scalable, and smooth.
5. Managing Zendesk: Oversee support tools, ensure timely ticket handling, and recommend improvements to reduce resolution times.
6. Customer support: Support users with diverse issues, ensuring they feel supported and valued.

Skills, Knowledge, and Expertise

Hard Skills

• Zendesk or similar platform experience: Experience in optimizing support systems for efficiency.
• Database knowledge (MongoDB): Ability to access and interpret production data when needed.
• Scripting skills: Ability to run diagnostics, write quick scripts, and understand logs to assist troubleshooting.

Soft Skills

• Proactive: Anticipate and address issues before they escalate.
• Autonomous: High ownership and self-motivation, capable of working independently.
• Problem Solver: Skilled at reproducing and resolving tricky bugs and edge cases.
• Strong Communicator: Clear and empathetic communication with teams and users.
• Collaborative: Willing to engage across teams to improve the user experience.

What we offer

Zinc offers a chance to work on a product that provides 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 via EMI Scheme
• Unlimited access to MoreHappi coaching
• Company socials, quarterly team events, free Monday lunches
• Nursery workplace benefit scheme (Yellownest)
• Option to lease an electric car through Electric Car Scheme
• Celebrated Zinc anniversaries