Product Support Engineer: Solve Bugs & Delight Users

Zinc Work Ltd; Greater London; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

24 days holiday + Bank Holidays + your

Annual benefits allowance £1200

Early finish Fridays (16:00)

Yearly company retreat abroad

30 days to Work from anywhere

Pension with NEST

Job summary

Zinc Work Ltd. in London seeks a proactive Support Engineer to join the Tech - Engineering team. You will provide technical support for our software, working with Customer Success and Engineering to diagnose and resolve user issues, and help tackle complex bugs.

You’ll own ticket resolution, contribute to investigations, and share learnings to improve how we support users in real-world scenarios. This role focuses on software product support and requires strong problem-solving and collaborative

Qualifications

• Hard skills required: Zendesk experience and database know-how (MongoDB).
• Scripting knowledge in TypeScript to trace root causes and diagnose issues.

Responsibilities

• Own and resolve support tickets with emphasis on fast, clear communication.
• Collaborate with Engineering and Customer Success to resolve issues and suggest systemic fixes when needed.
• Scale and improve support processes as the team grows and learns.
• Maintain documentation and optimize Zendesk usage to reduce time-to-resolution.
• Delight users by ensuring they feel supported and heard.

Skills

Proactive

Autonomous

Problem Solver

Strong Communicator

Kind and collaborative

Tools

Zendesk

MongoDB

TypeScript

Job description

Zinc Work Ltd. in London seeks a proactive Support Engineer to join the Tech - Engineering team. You will provide technical support for our software, working with Customer Success and Engineering to diagnose and resolve user issues, and help tackle complex bugs.

You’ll own ticket resolution, contribute to investigations, and share learnings to improve how we support users in real-world scenarios. This role focuses on software product support and requires strong problem-solving and collaborative