SDE - Customer Experience (L1)

Key Responsibilities

Monitor and respond to customer issues reported over the customer portal tickets or email or slack within defined SLAs.

Diagnose and resolve technical issues, including workflow misconfigurations, API failures, code based issues and data discrepancies.

Investigate logs, trace workflow execution paths, and analyse JSON payloads to isolate breaking logic.

Resolve complex requests independently; escalate appropriately when required, with clear documentation of findings and own customer issues end-to-end.

File production deployment requests on behalf of customers, coordinating with internal teams.

If bandwidth allows, you will be working on Engineering and Implementation/Delivery Projects as well. People with Solution Architecture aspirations will work closely with the sales team(s) as well.

Identify gaps in knowledge-base articles and contribute new documentation to reduce repeat queries.

Ideate and implement AI solutions that would help customer experience or improve the product itself.

Maintain Zinier's high standards for customer communication and response-time adherence.

Engage actively in product and technical training to deepen platform knowledge.

Participate in on-call rotations and occasional weekend support as required by shift patterns.

Required Skills & Experience

Bachelor's degree in a relevant field with 2+ years of experience in JavaScript development, Solutions development, Application Support, Customer Engineering or a related role.

Hands-on proficiency with JavaScript, JSON, HTML, and CSS for debugging and configuration analysis.

Familiarity with log analysis, REST APIs, and basic SQL queries.

Knowledge of operating systems, cloud services, and multi-tier web application architecture.

Experience with CRM and ticketing systems (e.g., Jira, Salesforce) and remote support tools.

Excellent written and verbal communication skills with the ability to engage stakeholders at varying levels of technical expertise.

Strong analytical mindset and customer-first orientation.

Willingness to work night shifts, weekends and 24/7 on-call rotations.

Desirable Skills

Exposure to Grafana or similar monitoring/observability tools.

Experience with workflow-based or field-service management systems.

Knowledge of Java, Python, or JEE frameworks.

ITIL V3/V4 certification or equivalent foundation in service management.

User-level familiarity with Linux environments.

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.

High performers progress to:

• Senior Software Development Engineer, Support Engineering
• Solution Developer, Solution Delivery