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 (SME) across key platform areas and customer use cases
Create and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooks
Support critical customer operations through escalation handling and occasional on-call support coverage
Work with global enterprise customers across industries including utilities, telecom, manufacturing, and field service

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
Experience with support tools such as Jira, Zendesk, Freshdesk, ServiceNow, or similar ticketing platforms
Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences
Collaborative approach working cross-functionally with Engineering, Product, and customer-facing teams
Comfort operating in startups with evolving priorities, shifting workflows, and high-growth environments
Flexibility for occasional on-call support or after-hours escalation coverage as needed
Bachelor’s degree preferred in Computer Science, Engineering, Information Systems, or related fields, or equivalent practical experience

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 (SME) across key platform areas and customer use cases
Create and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooks
Support critical customer operations through escalation handling and occasional on-call support coverage
Work with global enterprise customers across industries including utilities, telecom, manufacturing, and field service

Customer Support Associate

Key skills