Zinc

Support Engineer

Zinc  •  £45k/yr  •  London, GB (Remote)  •  2 hours ago
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Job Description

Support Engineer

Department: Tech - Engineering

Employment Type: Full Time

Location: Zinc - London

Reporting To: Shervin Mohajeri

Compensation: £45,000 / year

As our product keeps evolving and scaling to support more customers than ever before, we’re looking for a diligent, proactive, and problem-loving SaaS Support Engineer to join our team! 🛠️

You’ll provide technical support for our software, working closely with Customer Success and Engineering to diagnose and resolve user issues. You’ll help tackle complex bugs, contribute to challenging investigations, and share learnings that help the team better support our users. If you enjoy debugging tough problems and collaborating across teams, this role is for you.This role focuses on supporting a software product rather than 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 – Some issues will be straightforward, others subtle and elusive. Your job is to hunt them down and squash them. You'll be one of the people everyone turns to when "it works on my machine" just won't cut it.


🤝 Collaborating with the dream team – Work closely with Engineering and Customer Success teams to resolve issues fast, escalate trickier bugs, and suggest systemic fixes where needed.


🧙 Process improving wizardry – We've built a solid support process. Now the challenge is scaling it as we grow. You'll bring fresh perspective and ideas, drawing on your experience, approaches, or process improvements that help us stay smooth, fast, and scalable.


📬 Being the Zendesk master – Own the support tooling end-to-end using Zendesk, ensure tickets are actioned quickly, and make recommendations on improvements that reduce time-to-resolution. Maintain and update documentation to ensure the source of truth is up to date.


🌟 Supporting users, delighting customers – Whether it's a candidate struggling to sign in or an obscure backend issue, you'll ensure our users always feel supported and heard.

Skills, Knowledge and Expertise 🚀

Hard Skills ⚡

Zendesk experience (or other customer service and engagement platform) – You've used a support system at scale and know how to optimise it for speed and clarity.


🗄️ MongoDB and database know-how – Tickets often require you to read, query, and troubleshoot production data with confidence, and you're comfortable handling data migrations when needed.


🖥️ Scripting knowledge – You're comfortable reading through our codebase (TypeScript) to trace and diagnose root causes, run diagnostics, write quick scripts, and understand logs.


Soft Skills



Proactive – You don't wait for problems; you anticipate them, flag them, and fix them.


🤝 Autonomous – You'll take high ownership and self-motivation, while working closely with the rest of a three person team to share context and support each other.


🔍 Problem Solver – You live for the "can't reproduce" bugs and messy edge cases.


💬 Strong Communicator – You'll be interfacing with our Customer Success team, engineers, end-users, and potentially clients directly. Clarity and empathy go a long way.


🌱 Kind and collaborative – While you'll bring your own initiative, you're excited to engage across teams to improve the whole user experience.

What we offer 🍉

  • 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 🥳

Zinc

About Zinc

At Zinc, we believe that background checks should be instant, easy, and delightful. Yes, you read that right.

Traditional background checking providers are slow, manual, and error-prone — Zinc’s here to change that.

Here’s how it works:

Step one: Select your checks

With Zinc you get exactly the checks you want, and no extras you don’t. Make your own templates and re-use them, or use our pre-built packages to align with any regulatory check requirements.

Zinc offers global checks in over 190 countries, including:

Credit checks

Address verification

Reference checks

Qualification checks

For a full list, visit https://zincwork.com/checks.

Step two: Tell Zinc who you’re checking

Enter your candidate or employee’s name and email address, then click “Request checks.”

The rest is easy: Candidates use our mobile-friendly platform to submit any required information, referee names, and additional documents. We’ll even chase references for you.

Here’s what Becca Covill, HR Operations Specialist at Jensten, said about Zinc references:

“When we’ve used different providers, there was a lot of manual intervention required. But with Zinc, we’ve been able to put them in, click a button, and it just runs.”

To stay in the loop, just visit your Zinc dashboard and get at-a-glance updates.

Learn more about Zinc’s commitment to candidate experience here: https://zincwork.com/candidates

Step three: Get results, fast

With direct HMRC integrations and automated workflows, Zinc delivers results fast. Like, really fast.

“Obviously I recommend Zinc, but an IDSP will change your life overnight. It had instant results.” — Zander Loftus, Recruitment Manager, Hexagon Care

View results directly in the Zinc platform, or get them delivered to your ATS or HRIS. Zinc integrates with platforms like Workday, Pinpoint, Greenhouse, and more. For a full list of our available integrations, visit https://zincwork.com/integrations.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
London, GB
Year Founded
2017
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