Customer Support Associate

Zinier • Boston, MA

2d • Remote

About The Position

Zinier is looking for a customer-focused, technically curious Technical Support Engineer to join our growing global support team. In this role, you’ll partner closely with customers to troubleshoot issues, resolve platform challenges, and deliver a strong support experience across Zinier’s products. You’ll work cross-functionally with Engineering, Product, Professional Services, and Customer Success teams to investigate issues, drive resolutions, and improve the overall customer experience. We’re looking for someone who enjoys digging into problems, identifying root causes, and balancing technical troubleshooting with strong communication and customer empathy. The ideal candidate is resourceful, collaborative, detail-oriented, and comfortable working in a fast-paced SaaS environment supporting enterprise customers.

Requirements

• 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

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 (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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree