SDE - Customer Experience (L1)

Job description

Software Development Engineer - Customer Experience (L1) ABOUT ZINIER Zinier is on a mission to empower frontline workers — and the people supporting them — to achieve greater things for themselves and the world around them. With 80% of the global workforce being deskless, Zinier's no-code customisation platform drives Technology Equity, improving the lives and productivity of workers who keep the world up and running. We are a global team headquartered in Silicon Valley, with a hybrid workforce across the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India. Our investors include Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC. To learn more, check out 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 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 night shifts, weekends and 24/7 on-call rotations. DESIRABLE SKILLS 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. WHY JOIN US Unique opportunity to form a front-facing layer that not only is the front-line to customer deployments, but also has the ability to work closely with Solution Architects and others to influence Product blueprints. Work across the full tech stack — from debugging backend services(Java, spring boot) to exploring front-end interfaces built with React and extending into mobile UI development. Build internal tools, fix production issues, and contribute to engineering stability, all while learning from experienced platform, product and solution engineers. Be part of a high-impact team that bridges engineering and customer experience, where your work helps improve both product quality and customer trust. Join a company that values learning, ownership, and long-term growth. High performers progress to: Senior Software Development Engineer, Support Engineering Solution Developer, Solution Delivery