Customer Support Associate

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Take ownership of the customer support experience by managing tickets from intake to resolution while ensuring adherence to SLA expectations.

• Diagnose and resolve complex issues related to workflows, configurations, integrations, and the functionality of the Zinier platform.

• Collaborate cross-functionally with teams in Product, Engineering, Professional Services, and Customer Success to address customer challenges.

• Foster continuous improvement by pinpointing recurring issues, identifying root causes, and finding ways to enhance support operations and workflows.

• Cultivate product knowledge and establish yourself as a subject matter expert (SME) in key platform areas and customer use cases.

• Develop and maintain documentation, including knowledge base articles, troubleshooting guides, and support playbooks.

• Assist with critical customer operations by managing escalations and providing occasional on-call support coverage.

• Engage with global enterprise customers across various industries such as utilities, telecommunications, manufacturing, and field service.

⛳️ Requirements

• 2-5 years of experience in technical support, application support, or customer-facing SaaS support roles.

• Strong troubleshooting abilities with a methodical approach to investigating issues and clear communication skills.

• Customer-focused mindset with excellent organizational skills, responsiveness, and attention to detail in fast-paced settings.

• Technical proficiency with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies.

• Familiarity with support tools such as Jira, Zendesk, Freshdesk, ServiceNow, or other similar ticketing platforms.

• Exceptional communication skills, capable of articulating technical concepts to both technical and non-technical audiences.

• Team-oriented approach, working collaboratively with Engineering, Product, and customer-facing teams.

• Comfort in startup environments with changing priorities, evolving workflows, and rapid growth.

• Willingness to provide occasional on-call support or after-hours escalation coverage as required.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field is preferred, or equivalent practical experience.

🏝️ Benefits

• Own the customer support experience by managing tickets from intake through resolution while meeting SLA expectations.

• Troubleshoot complex issues across workflows, configurations, integrations, and Zinier platform functionality.

• Partner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challenges.

• Drive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflows.

• Develop product expertise and become a subject matter expert (SME) across key platform areas and customer use cases.

• Create and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooks.

• Support critical customer operations through escalation handling and occasional on-call support coverage.

• Work with global enterprise customers across industries including utilities, telecom, manufacturing, and field service.