Software Development Engineer - Customer Experience (L1)

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

Software Development Engineer - Customer Experience (L1)

Remote - Latin & South America

About Zinier

80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing, build roads and bridges, run our manufacturing factories, ensure that we get healthcare service, and provide us with reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive?

Zinier is a company on a mission to empower frontline workers - and the people supporting them - to achieve greater things for themselves and the world around them. With the majority of workers worldwide being deskless, Zinier recognizes the need for Technology Equity to improve the lives and productivity of these workers who keep the world up and running.

We have global team headquartered in Silicon Valley, with a hybrid workforce across the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India, with leading investors that include Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC.

ROLE OVERVIEW

Zinier is seeking a Software Development Engineer to join our global 24/7 Support Engineering team. As a front-line custodian of our customer experience, you will provide high-impact technical support across the entire Zinier platform.

KEY 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. People with Solution Architecture aspirations will work closely with the sales team(s) 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.

REQUIRED SKILLS & EXPERIENCE

• 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.

DESIRABLE SKILLS

• Exposure to Grafana or similar monitoring/observability tools.
• Experience with workflow-based or field-service management systems.
• Knowledge of Java, Python, or JEE frameworks.
• ITIL V3/V4 certification or equivalent foundation in service management.
• User-level familiarity with Linux environments.

WHY JOIN US

• Unique opportunity to form a front‑facing layer that not only is the front‑line to customer deployments, but also has the ability to work closely with Solution Architects and others to influence Product blueprints.
• Work across the full tech stack — from debugging backend services(Java, spring boot) to exploring front‑end interfaces built with React and extending into mobile UI development.
• Build internal tools, fix production issues, and contribute to engineering stability, all while learning from experienced platform, product and solution engineers.
• Be part of a high‑impact team that bridges engineering and customer experience, where your work helps improve both product quality and customer trust.
• Join a company that values learning, ownership, and long‑term growth.
• High performers progress to:
• Senior Software Development Engineer, Support Engineering
• Solution Developer, Solution Delivery