Software Engineer, Customer Experience — 24/7 Support

Zinier

United States

Hybrid

USD 90,000 - 130,000

Full time

2 days ago

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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.