The Role
Senior individual-contributor leading resolution of Sev1/Sev2 incidents, defining investigation frameworks, driving observability and reliability improvements, partnering with engineering on architecture, mentoring support engineers, and owning RCA, runbooks and executive incident briefings.
Summary Generated by Built In
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 www.zinier.com
ROLE OVERVIEWWe are looking for a Senior Platform Support Engineer who brings advanced technical depth and independent ownership to the support function. You will handle the most complex L2 cases on the platform, mentor junior engineers, and act as a bridge between support and engineering/product teams. This role suits engineers who thrive in ambiguous, high-impact situations and want to shape how support excellence is delivered at Zinier.
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 Platform Support Engineers 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 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.
- 4+ years of experience in technical support, customer engineering, or solution development.
- 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.
- 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 internal tooling or automation scripts.
- 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.
- This role is aligned to the SDE1 capability level. High performers progress to:
- Tech Lead, Platform Support
- Principal Platform Support Engineer
- Team Lead, Platform Support
Skills Required
- 7+ years in technical support, site reliability, or platform engineering, with at least 3 years in a senior technical leadership capacity
- Expert-level proficiency in JavaScript
- Expert-level proficiency in JSON
- Workflow-engine debugging experience in production environments
- Expert-level SQL including query optimisation, indexing strategies, stored procedures, and safe data-fix execution
- Expert working knowledge of Grafana and the broader observability stack (Loki, Prometheus, Tempo or equivalents)
- Strong understanding of distributed systems, cloud architecture (AWS), and enterprise SaaS reliability patterns
- Demonstrable track record of influencing engineering and product roadmaps through support-derived insights
- Outstanding communication and executive-presence skills
- Prior experience as a Solutions Architect or in a pre-sales engineering role
- Published knowledge such as internal standards, engineering blog posts, or conference presentations
- Experience designing support tooling or internal developer platforms
- ITIL V3/V4 Expert or Service Management certification
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The Company
