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About the Role
We are seeking a diligent, proactive, and problem-loving SaaS Support Engineer to provide technical support for our software. You will work closely with Customer Success and Engineering to diagnose and resolve user issues, tackle complex bugs, contribute to investigations, and share learnings to improve user support. This role is ideal for candidates who enjoy debugging tough problems and collaborating across teams, focusing on supporting a software product in real-world environments.
Responsibilities
- Diagnose and resolve user issues, working closely with Customer Success and Engineering.
- Tackle complex bugs and contribute to challenging investigations.
- Share learnings to help the team better support users.
- Hunt down and squash subtle and elusive issues.
- Collaborate with Engineering and Customer Success teams to resolve issues quickly.
- Escalate trickier bugs and suggest systemic fixes.
- Bring fresh perspectives and ideas to scale the support process.
- Own and manage support tooling end-to-end using Zendesk.
- Ensure tickets are actioned quickly and make recommendations for improvements.
- Maintain and update documentation to ensure it is the source of truth.
- Ensure users feel supported and heard, whether facing sign-in issues or backend problems.
Requirements
- Experience using a support system at scale and optimizing it for speed and clarity (Zendesk or similar).
- Ability to read, query, and troubleshoot production data with confidence using MongoDB and database knowledge.
- Comfort handling data migrations when needed.
- Ability to read through codebase (TypeScript) to trace and diagnose root causes.
- Capability to run diagnostics, write quick scripts, and understand logs.
- Proactive approach to anticipating, flagging, and fixing problems.
- High ownership and self-motivation, with the ability to work closely with a team.
- Strong problem-solving skills, particularly with difficult-to-reproduce bugs and edge cases.
- Strong communication skills for interfacing with Customer Success, engineers, and end-users.
- Kind and collaborative attitude, with excitement to engage across teams.
- Experience supporting a software product rather than internal IT systems or hardware.
Skills
- Zendesk
- MongoDB
- Database troubleshooting
- Data migration
- TypeScript
- Scripting
- Log analysis
- Problem-solving
- Communication
- Collaboration
Location
- Zinc - London
Work Type
- Full Time
Salary/Compensations
- £45,000 / year
Benefits
- 24 days holiday + Bank Holidays + your birthday off
- £1200 annual benefits allowance (ThanksBen, from month 2)
- Early finish Fridays (16:00)
- Yearly company retreat abroad
- 30 days to Work from anywhere
- Enhanced Maternity, Paternity, and Adoption Leave (13 weeks full pay, 17 weeks half pay, then SMP for maternity, 1 month full pay for paternity/adoption)
- Statutory pension with NEST (3% employer, 5% employee)
- Zinc shares, issued through the EMI Scheme
- Unlimited access to Spill Therapy
- Company socials, quarterly team socials
- Free Monday lunches
- Nursery workplace benefit scheme (Yellownest)
- Option to lease an electric car through Electric Car Scheme
- Celebrated Zinc anniversaries
About the Company
- Our product keeps evolving and scaling to support more customers than ever before.