Zinier - Software Development Engineer - Customer Experience (L1)
Requirements
• 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 shifts, weekends and 24/7 on-call rotations. • 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.
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.
Benefits
• 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. • High performers progress to: • Senior Software Development Engineer, Support Engineering • Solution Developer, Solution Delivery
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT