Software Development Engineer - Customer Experience (L1)

Zinier; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Zinier, a global software company, seeks a Software Development Engineer to join the 24/7 Support Engineering team. You will act as a front-line custodian of the customer experience, diagnosing and resolving complex technical issues across the Zinier platform in a hybrid US-based setting.

Your role involves monitoring customer issues via tickets, emails, or Slack, collaborating with internal teams, and contributing to knowledge bases while exploring AI-driven improvements to enhance product and

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.
• 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.

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; escalate 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.

Skills

Log analysis

REST APIs

SQL basics

Operating systems

Cloud services

Web architecture

CRM/ticketing systems

Jira

Salesforce

Grafana

Workflow/field-service systems

Java

Python

ITIL knowledge

Linux familiarity

Tools

Jira

Salesforce

Grafana

Job description

Software Development Engineer - Customer Experience (L1)

Zinier is on a mission to empower frontline workers — and the people supporting them — to achieve greater things for themselves and the world around them. With 80% of the global workforce being deskless, Zinier's no-code customisation platform drives Technology Equity, improving the lives and productivity of workers who keep the world up and running.

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

To learn more, check out

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; escalate 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.

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

Sounds like your next step?

Meet the team

Zinier is an enterprise software company on a mission to empower frontline and deskless workers—the 80% of the global workforce who keep essential services running across utilities, construction, manufacturing, healthcare, and telecommunications. The company develops field service and deskless work management solutions that improve productivity and lives of workers who have historically lacked adequate technology support. Zinier recognizes the need for 'Technology Equity' to serve these underserved populations. The company is backed by leading venture investors including Accel, ICONIQ Capital, Founders Fund, and others.