Software Development Engineer - Customer Experience (L1)

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.

To succeed in this role, you should bring strong hands-on expertise in JavaScript development, API integrations, and MySQL or any SQL based DBMS. Expertise in React would be an added bonus. This is an exciting opportunity for engineers who thrive on deep debugging, complex problem-solving, and direct customer engagement—with clear career progression pathways into senior technical or customer-centric roles, such as Senior Software Development Engineer, Solution Developer, Solution Architect and Delivery. For those who are interested in Customer Success, that could be a career path 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. This role will be mapped to customers’ locations across the world and hence would primarily be working in US and EMEA working hours which would be compensated accordingly. In future this role might be required to work over weekends as well.

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

• Bachelor's degree in a relevant field with 2+ years of experience in JavaScript development, Solutions development, Application Support, Customer Engineering or a related role.

• Hands-on proficiency with JavaScript, JSON, HTML, and CSS for debugging and configuration analysis.

• Familiarity wit...