SDE2 - Customer Experience (L2)

Job description

Software Development Engineer -2 - Customer Experience (L2) 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 At Zinier, our Support Engineers leverage a strong foundation in JavaScript development, API integrations, and MySQL or any SQL based DBMS. Expertise in React would be an added bonus. We are seeking a Senior Software Development Engineer to bring advanced technical depth and independent ownership to our Customer Experience function. In this role, you will handle complex technical escalations, mentor junior engineers, and act as a strategic liaison between Support, Product, and Engineering. This opportunity is ideal for senior developers who excel in high-impact environments, navigate ambiguity with confidence, and want to shape our customer experience standards—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 Own and resolve advanced L2 incidents end-to-end, including root-cause analysis, customer communication, and post-incident documentation. Investigate escalated issues involving JavaScript workflow logic, JSON configuration errors, API anomalies, and database irregularities. Analyse Grafana dashboards and observability stacks (Loki, Tempo) to detect and diagnose system anomalies proactively. Review and optimize SQL queries to identify performance bottlenecks and data integrity issues during live incidents. Mentor and guide Software Development Engineer(L1) on debugging approaches, RCA writing, and escalation best practices. Lead knowledge-base initiatives — authoring runbooks, troubleshooting guides, and technical SOPs. Partner with engineering and solutions teams in postmortems, providing structured feedback to improve product robustness. Contribute to AI solutioning, tooling and internal automation that reduces manual effort across the support function. Participate in on-call rotations and lead critical-incident response when senior escalation is needed outside business hours. REQUIRED SKILLS & EXPERIENCE 8+ years of experience in JavaScript development, Solutions development, Application Support, Customer Engineering or a related role. Strong hands-on skills in JavaScript (workflow debugging, process rule analysis) and JSON handling. Proficiency in SQL — able to write, debug, and optimise queries and diagnose data anomalies. Familiarity with observability tools such as Grafana, Loki, or Prometheus. Solid understanding of REST API interactions, HTTP semantics, and integration patterns. Experience with AWS or equivalent cloud platform at a working level. Demonstrated ability to mentor junior engineers and drive knowledge-sharing within a team. Excellent communication skills — able to distill complex technical findings into clear customer and internal communications. DESIRABLE SKILLS Exposure to backend development in Java/Spring Boot or frontend in React. Understanding of field service management or workflow-orchestration domains. ITIL V3/V4 foundation or equivalent service-management certification. Experience building or contributing to AI solutions, internal tooling or automation scripts. 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. Top performers progress to: Principal Software Development Engineer, Support Engineering Solution Developer, Solution Delivery Solution Architect, Solution Architecture Customer Success Manager, Customer Success