Support Lead

About Zinier

80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing, build roads and bridges, run our manufacturing factories, ensure that we get healthcare service, and provide us with reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive?

Zinier is a company on a mission to empower frontline workers - and the people supporting them - to achieve greater things for themselves and the world around them. With the majority of workers worldwide being deskless, Zinier recognizes the need for Technology Equity to improve the lives and productivity of these workers who keep the world up and running.

We have global team headquartered in Silicon Valley, with a hybrid workforce across the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India, with leading investors that include Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC.

What we are looking for

We are looking for a hands-on and dependable Support Lead to anchor our technical support operations. This role will act as the single point of contact for all support-related matters. A strong command of JavaScript, JSON, workflow debugging, and database analysis is required, along with comfort working across observability tools like Grafana, Prometheus, and centralized logging platforms (e.g. ELK/Splunk). The Support Lead will be responsible for leading a team of approximately 3-4 L1/L2 Support Engineers, reporting directly to the Head of Support, and participating in an on-call rotation to provide business hours or 24x7 support, as required.

Ownership & LeadershipAct as the primary point of contact for all escalations, ongoing investigations, and support operations.Analyze and manipulate JSON-based config data and execution logs.Lead L2 support activities, ensuring SLAs are met and issues are thoroughly resolved or escalated.Drive clarity and accountability across support tiers (L1, L2, Solutions/Engineering), using a defined severity framework and escalation matrix (L1 to L2 to Engineering to Leadership).Mentorship & EnablementProvide technical mentoring to L2 engineers, especially in debugging, RCA writing, and incident handling.Bridge any operational or communication gaps between support and engineering/product teams.Contribute to performance input, interview participation, and career-path planning for L1/L2 engineers.Monitoring & ObservabilityOwn and maintain Grafana dashboards, ensuring clear visibility into system health, alerting, and workflow anomalies.Refine alert strategies to reduce noise and enable proactive issue identification.Work across the broader observability stack (Prometheus, logging/APM tools) to correlate metrics, logs, and traces during major incidents.Database ExpertisePerform deep-dive investigations on DB-related issues including query performance, data anomalies, and indexing strategies.Guide and execute safe, scalable data fixes during live incidents, ensuring minimal impact and full traceability, following a documented change-approval and rollback protocol.Support the design and execution of stored procedures or database scripts as part of complex incident resolution-especially when data cleanup, deletion, or transformation is required.Ensure data integrity and consistency throughout support operations by establishing review protocols and rollback strategies where applicable, with awareness of data-privacy/compliance requirements (e.g. GDPR) for production data changes.Collaborate with engineering/solutions to proactively optimize frequently accessed queries and resolve performance bottlenecks.Process & DocumentationDrive creation and maintenance of support runbooks, SOPs, and playbooks.Ensure smooth incident communication, both internally and with customer-facing teams, including leading customer/executive bridge calls and status updates for major incidents. Identify recurring issues and recommend fixes or product-level changes with engineering. Reporting & Analysis Track support metrics (ticket trends, MTTR, escalation volume) and derive insights for improvement, reporting weekly to support/engineering leads and monthly to program leadership. Own post-incident reviews(RCA) and promote a learning culture through shared feedback loops. Required Skills & Qualifications:8+ years in technical support or site reliability roles, with 1-2 years in a leadership or escalation-focused role.Strong hands-on experience with Grafana, Prometheus, or similar observability tools. Expert-level skills in databases such as MySQL, or NoSQL systems. Strong JavaScript and JSON debugging skills. Working knowledge of Python or Shell scripting for automation is preferred. Familiarity with ITSM/ticketing tools (e.g. Jira Service Management, ServiceNow, Zendesk) and API debugging tools (e.g. Postman).Exposure to cloud platforms (AWS/Azure/GCP) relevant to the product's hosting environment. Solid understanding of system design, production operations, and debugging techniques. Excellent communication and coordination skills with cross-functional stakeholders. ITIL or equivalent process certification is a plus.

REQUIRED SKILLS & EXPERIENCE

• 6+ years in technical support, customer engineering, or SRE roles.
• Expert-level JavaScript debugging - able to trace execution flows, fix process rules, and understand async patterns.
• Strong SQL proficiency - can write complex queries, diagnose slow queries, and guide safe data-fix strategies.
• Deep hands-on experience with Grafana and at least one complementary observability tool (Loki, Tempo, Prometheus).
• Solid understanding of REST APIs, cloud architecture (AWS preferred), and distributed system behaviour.
• Proven track record of mentoring engineers and raising team technical standards.
• Excellent communication skills - comfortable presenting technical findings to engineering, product, and customer stakeholders.

DESIRABLE SKILLS

• Backend development experience in Java/Spring Boot.
• Exposure to solution architecture or pre-sales engineering for enterprise SaaS.
• Experience designing or optimising CI/CD pipelines or deployment automation.
• ITIL V3/V4 practitioner or higher certification.

WHY JOIN US

• 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.
• Join a company that values learning, ownership, and long-term growth.