Zinc is seeking a diligent SaaS Support Engineer to provide technical support for our software product. You will diagnose and resolve user issues and collaborate with Engineering and Customer Success to tackle complex bugs and share learnings. This role focuses on supporting a software product, not internal IT systems or hardware, and is well suited to candidates who enjoy problem-solving and understanding how complex applications behave in real-world environments.

Key Responsibilities: - Problem-solving like a detective: diagnose issues beyond 'it works on my machine' and ensure sustainable fixes. - Collaborate with Engineering and Customer Success to resolve issues quickly, escalate trickier bugs, and propose systemic fixes. - Scale and improve our support processes as we grow, bringing fresh perspectives and ideas. - Own the Zendesk support tooling end-to-end, ensure tickets are actioned quickly, and recommend improvements to reduce time-to-resolution. Maintain up-to-date documentation. - Support users and ensure customers feel heard and supported, whether it's a sign-in issue or a backend problem.

Skills, Knowledge and Expertise: Hard Skills: - Zendesk experience (or other customer service/engagement platform) and ability to optimize for speed and clarity. - MongoDB and database know-how: reading, querying, and troubleshooting production data; comfortable with data migrations. - Scripting knowledge: able to read TypeScript code, trace root causes, run diagnostics, write quick scripts, and interpret logs.

Soft Skills: - Proactive, autonomous, problem-solving mindset.

Zinc is seeking a diligent SaaS Support Engineer to provide technical support for our software product. You will diagnose and resolve user issues and collaborate with Engineering and Customer Success to tackle complex bugs and share learnings. This role focuses on supporting a software product, not internal IT systems or hardware, and is well suited to candidates who enjoy problem-solving and understanding how complex applications behave in real-world environments.

Key Responsibilities: - Problem-solving like a detective: diagnose issues beyond 'it works on my machine' and ensure sustainable fixes. - Collaborate with Engineering and Customer Success to resolve issues quickly, escalate trickier bugs, and propose systemic fixes. - Scale and improve our support processes as we grow, bringing fresh perspectives and ideas. - Own the Zendesk support tooling end-to-end, ensure tickets are actioned quickly, and recommend improvements to reduce time-to-resolution. Maintain up-to-date documentation. - Support users and ensure customers feel heard and supported, whether it's a sign-in issue or a backend problem.

Skills, Knowledge and Expertise: Hard Skills: - Zendesk experience (or other customer service/engagement platform) and ability to optimize for speed and clarity. - MongoDB and database know-how: reading, querying, and troubleshooting production data; comfortable with data migrations. - Scripting knowledge: able to read TypeScript code, trace root causes, run diagnostics, write quick scripts, and interpret logs.

Soft Skills: - Proactive, autonomous, problem-solving mindset.