SDE2 - Customer Experience (L2)

Software Development Engineer -2 - Customer Experience (L2) ABOUT ZINIER Zinier is on a mission to empower frontline workers — and the people supporting them — to achieve greater things for themselves and the world around them. With 80% of the global workforce being deskless, Zinier's no-code customisation platform drives Technology Equity, improving the lives and productivity of workers who keep the world up and running. We are a global team headquartered in Silicon Valley, with a hybrid workforce across the United States, Canada, Europe, Latin America, Singapore, and Bangalore, India. Our investors include Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC. To learn more, check out www.zinier.com ROLE OVERVIEW At Zinier, our Support Engineers leverage a strong foundation in JavaScript development, API integrations, and MySQL or any SQL based DBMS. Expertise in React would be an added bonus. We are seeking a Senior Software Development Engineer to bring advanced technical depth and independent ownership to our Customer Experience function. In this role, you will handle complex technical escalations, mentor junior engineers, and act as a strategic liaison between Support, Product, and Engineering. This opportunity is ideal for senior developers who excel in high-impact environments, navigate ambiguity with confidence, and want to shape our customer experience standards—with clear career progression pathways into senior technical or customer-centric roles, such as Senior Software Development Engineer, Solution Developer, Solution Architect and Delivery. For those who are interested in Customer Success, that could be a career path 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. This role will be mapped to customers’ locations across the world and hence would primarily be working in US and EMEA working hours which would be compensated accordingly. In future this role might be required to work over weekends as well. KEY RESPONSIBILITIES Own and resolve advanced L2 incidents end-to-end, including root-cause analysis, customer communication, and post-incident documentation. Investigate escalated issues involving JavaScript workflow logic, JSON configuration errors, API anomalies, and database irregularities. Analyse Grafana dashboards and observability stacks (Loki, Tempo) to detect and diagnose system anomalies proactively. Review and optimize SQL queries to identify performance bottlenecks and data integrity issues during live incidents. Mentor and guide Software Development Engineer(L1) on debugging approaches, RCA writing, and escalation best practices. Lead knowledge-base initiatives — authoring runbooks, troubleshooting guides, and technical SOPs. Partner with engineering and solutions…