Product Support Engineer - Solve Tough Bugs & delight users

Zinc; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

24 days holiday

Benefits allowance

Early finish Fridays

Company retreat abroad

Work from anywhere 30 days

Parental leave enhancements

Pension scheme

Stock options EMI

Therapy access

Company socials

Nursery workplace scheme

Electric car scheme

Anniversary recognitions

Job summary

Zinc in London is seeking a diligent Product Support Engineer to diagnose and resolve user issues, collaborating with Engineering and Customer Success to tackle complex bugs and improve support in real-world environments.

You will debug the software, read production data, and contribute to scale of our support processes while owning Zendesk end-to-end and maintaining up-to-date documentation for the team.

Qualifications

• Experience with Zendesk or similar support platform.
• Strong MongoDB/database querying skills.
• Ability to read TypeScript code to diagnose issues.

Responsibilities

• Diagnose and resolve user issues, collaborating with Engineering and Customer Success.
• Escalate tricky bugs and suggest systemic fixes to improve support.
• Scale and improve the support process as the team grows.
• Own Zendesk end-to-end and keep documentation up to date.
• Support users and ensure they feel heard and supported.

Skills

Zendesk experience

MongoDB

TypeScript

Tools

Zendesk

MongoDB

TypeScript

Job description

Zinc in London is seeking a diligent Product Support Engineer to diagnose and resolve user issues, collaborating with Engineering and Customer Success to tackle complex bugs and improve support in real-world environments.

You will debug the software, read production data, and contribute to scale of our support processes while owning Zendesk end-to-end and maintaining up-to-date documentation for the team.