Support Engineer — Problem-Solving Pro (Remote & Data-Driven)

Zinc; England; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

24 days holiday

Annual benefits allowance £1200

Early finish Fridays

Yearly company retreat abroad

Work from anywhere 30 days

NEST pension

Share options EMI

Therapy access

Company socials

Nursery workplace benefit

Electric car scheme

Anniversary celebrations

Job summary

Zinc is seeking a Product Support Engineer in the United Kingdom to diagnose and resolve user issues across our software product. You will collaborate with Customer Success and Engineering to tackle bugs, drive investigations, and share learnings that improve support and product quality.

The role focuses on customer-facing software support, requiring proactive problem-solving, clear communication, and a collaborative mindset to ensure users feel supported and understood.

Qualifications

• Experience with Zendesk or similar support platform at scale.
• Ability to read, query and troubleshoot production data in MongoDB.
• Scripting knowledge and ability to read code (TypeScript) to diagnose root causes.

Responsibilities

• Diagnose and resolve user issues in a timely manner in collaboration with Customer Success and Engineering.
• Investigate complex bugs and contribute to investigations and learnings for the team.
• Scale and improve support processes to keep support fast, smooth and scalable.

Skills

Zendesk

MongoDB

TypeScript

Job description

Zinc is seeking a Product Support Engineer in the United Kingdom to diagnose and resolve user issues across our software product. You will collaborate with Customer Success and Engineering to tackle bugs, drive investigations, and share learnings that improve support and product quality.

The role focuses on customer-facing software support, requiring proactive problem-solving, clear communication, and a collaborative mindset to ensure users feel supported and understood.