Remote Software Engineer, Customer Experience

Zinier; Polska; Hybrid; PLN 352,000 - 508,000; Full time

Job summary

Zinier is seeking a Software Development Engineer to join our global 24/7 Support Engineering team. You will play a front‑line role providing high-impact technical support across the Zinier platform, handling issues from the portal to API calls, and collaborating with engineering and sales to improve customer outcomes.

You will work remotely across LATAM and Europe, with opportunities to influence product blueprints and contribute to documentation, tooling, and AI enhancements for better

Qualifications

• Familiarity with log analysis, REST APIs, and basic SQL queries.
• Knowledge of operating systems, cloud services, and multi‑tier web application architecture.
• Experience with CRM and ticketing systems (e.g., Jira, Salesforce) and remote support tools.
• Excellent written and verbal communication skills with the ability to engage stakeholders at varying levels of technical expertise.
• Strong analytical mindset and customer‑first orientation.
• Willingness to work shifts, weekends and 24/7 on‑call rotations.

Responsibilities

• Monitor and respond to customer issues reported over the customer portal tickets or email or slack within defined SLAs.
• Diagnose and resolve technical issues, including workflow misconfigurations, API failures, code based issues and data discrepancies.
• Investigate logs, trace workflow execution paths, and analyse JSON payloads to isolate breaking logic.
• Resolve complex requests independently; escalates appropriately when required, with clear documentation of findings and own customer issues end‑to‑end.
• File production deployment requests on behalf of customers, coordinating with internal teams.
• If bandwidth allows, you will be working on Engineering and Implementation/Delivery Projects as well.
• Identify gaps in knowledge‑base articles and contribute new documentation to reduce repeat queries.
• Ideate and implement AI solutions that would help customer experience or improve the product itself.
• Maintain Zinier's high standards for customer communication and response‑time adherence.
• Engage actively in product and technical training to deepen platform knowledge.
• Participate in on‑call rotations and occasional weekend support as required by shift patterns.

Skills

Log analysis

REST APIs

SQL queries

CRM systems

Excellent communication

24/7 on‑call rotations

Tools

Jira

Salesforce

Job description

Zinier is seeking a Software Development Engineer to join our global 24/7 Support Engineering team. You will play a front‑line role providing high-impact technical support across the Zinier platform, handling issues from the portal to API calls, and collaborating with engineering and sales to improve customer outcomes.

You will work remotely across LATAM and Europe, with opportunities to influence product blueprints and contribute to documentation, tooling, and AI enhancements for better