Support Engineer

Zinc
London
Workplace: HybridFull timeGBP 45,000 - 45,000 annuallyFunction: Product ManagementSkills: ["Proactive","Autonomous","Problem-solving","Strong communication","Collaboration"]

Provide technical, customer-facing support for a growing software product—owning tickets end-to-end in Zendesk while diagnosing and resolving user issues with Engineering and Customer Success. Troubleshoot complex bugs and production data by querying and reading code, run diagnostics, and write quick scripts as needed. Improve the support process, reduce time-to-resolution with recommendations, and keep documentation up to date so users consistently feel supported.

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FursaFursa
Zinc
Zinc
1 day ago

Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide technical, customer-facing support for a growing software product—owning tickets end-to-end in Zendesk while diagnosing and resolving user issues with Engineering and Customer Success. Troubleshoot complex bugs and production data by querying and reading code, run diagnostics, and write quick scripts as needed. Improve the support process, reduce time-to-resolution with recommendations, and keep documentation up to date so users consistently feel supported.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •Own support tooling end-to-end using Zendesk, ensuring tickets are actioned quickly and recommending improvements to reduce time-to-resolution.
  • •Diagnose and resolve user issues by investigating production data and troubleshooting complex bugs.
  • •Collaborate with Engineering and Customer Success to resolve issues fast, escalate trickier bugs, and propose systemic fixes.
  • •Maintain and update documentation as the source of truth for support and troubleshooting.
  • •Support users end-to-end—from sign-in issues to obscure backend problems—ensuring customers feel heard and supported.

Pay and Benefits

Salary: GBP 45,000 annually
Perks:Paid LeaveLearning BudgetPensionEquityRemote WorkChildcare

Key Requirements

  • •Experience with Zendesk (or another support and engagement platform) used at scale to optimize speed and clarity.
  • •Confident working with MongoDB and production data for ticket investigation, troubleshooting, and handling data migrations.
  • •Comfortable scripting and reading the TypeScript codebase to trace root causes, run diagnostics, and understand logs.
  • •Strong problem-solving for hard-to-reproduce bugs and subtle edge cases, including clear debugging and escalation when needed.
  • •Ability to communicate clearly and empathetically across Customer Success, engineers, end-users, and potentially clients while working autonomously in a small team.
Skills:ProactiveAutonomousProblem-solvingStrong communicationCollaboration
Tech Stack:ZendeskMongoDBTypeScript

Company Brief

Zinc
Zinc (Zinc Work Ltd) provides global automated background and reference-checking software for HR and hiring teams, integrating with major ATS platforms to speed and simplify pre-employment screening. ([crunchbase.com](https://www.crunchbase.com/organization/zinc-38c8?utm_source=openai))
Industry: HR Tech
Company Size: Medium (51 to 250 employees)
Revenue: USD 10M to 25M
Growth: Growth Stage Startup
Funding: Series A
Headquarters: London, United Kingdom
Founded: 2018
WebsiteLinkedIn