Customer Support Associate

🕒 May 14

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Zinier

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $90M Series C on 2020-01

Artificial Intelligence • Enterprise • SaaS

Zinier is a company that provides a customizable, workflow-based platform to manage and optimize field service operations through generative AI. Their suite includes products like the Z Productivity Suite and Studio Z, designed to enhance scheduling, dispatching, and asset management for field technicians. Zinier leverages AI to provide real-time insights, automate routine tasks, and improve operational efficiency for industries such as telecommunications, utilities, and infrastructure. Their platform supports integrations with leading ERP, CRM, and EAM software, making it a powerful tool for enterprises looking to digitize and innovate their field operations.

📋 Description

• 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

🎯 Requirements

• 2-5 years of experience in technical support, application support, or customer-facing SaaS support roles • Strong troubleshooting skills with the ability to investigate issues methodically and communicate clearly • Customer-first mindset with strong organization, responsiveness, and attention to detail in fast-paced environments • Technical fluency with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies • Experience with support tools such as Jira, Zendesk, Freshdesk, ServiceNow, or similar ticketing platforms • Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences • Collaborative approach working cross-functionally with Engineering, Product, and customer-facing teams • Comfort operating in startups with evolving priorities, shifting workflows, and high-growth environments • Flexibility for occasional on-call support or after-hours escalation coverage as needed • Bachelor’s degree preferred in Computer Science, Engineering, Information Systems, or related fields, 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