Technical Support Engineer: JavaScript & SaaS (Remote)

Zinier; Boston (MA); Hybrid; USD 75,000 - 120,000; Full time

Job summary

Zinier is seeking a technically curious Technical Support Engineer to join our remote-first, global team. You will troubleshoot issues, collaborate with Engineering, Product, and Customer Success to resolve challenges, and deliver a superior support experience for enterprise customers.

This role requires 2-5 years in technical support or SaaS environments, with strong communication and documentation skills. The position supports customers worldwide, with occasional travel as needed.

Qualifications

• 2-5 years of experience in technical support, application support, or customer-facing SaaS support roles.
• Strong troubleshooting skills with the ability to investigate issues methodically and communicate clearly.
• Customer-first mindset with strong organization, responsiveness, and attention to detail in fast-paced environments.
• Technical fluency with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies.

Responsibilities

• Own the customer support experience by managing tickets from intake through resolution while meeting SLA expectations.
• Troubleshoot complex issues across workflows, configurations, integrations, and Zinier platform functionality.
• Partner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challenges.
• Drive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflows.
• Develop product expertise and become a subject matter expert across key platform areas and customer use cases.

Skills

Troubleshooting

Customer-focused

Communication skills

Collaborative

Education

Bachelor's degree or equivalent

Tools

Jira

Zendesk

Freshdesk

ServiceNow

Job description

Zinier is seeking a technically curious Technical Support Engineer to join our remote-first, global team. You will troubleshoot issues, collaborate with Engineering, Product, and Customer Success to resolve challenges, and deliver a superior support experience for enterprise customers.

This role requires 2-5 years in technical support or SaaS environments, with strong communication and documentation skills. The position supports customers worldwide, with occasional travel as needed.