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For Companies At a Glance
- Tasks: Be the tech detective solving user issues and collaborating with teams.
- Company: Join Zinc, a forward-thinking tech company in London.
- Benefits: Enjoy 24 days holiday, remote work, and a £1200 benefits allowance.
- Why this job: Make a real impact by enhancing user experience and support.
- Qualifications: Experience with Zendesk and a knack for problem-solving.
- Other info: Dynamic team environment with opportunities for growth and fun socials.
The predicted salary is between 36000 - 60000 £ per 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 Support Engineer to join our team! You’ll be the first line of tech support, 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.
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.
- Collaborating with the dream team: Work closely with Engineering and Customer Success teams to resolve issues fast, elevate trickier bugs, and suggest systemic fixes where needed.
- Process improving wizardry: Our support process is still early stage. You’ll build on what’s there, proactively making it smoother, faster, and more 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.
- 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: Some tickets may require peeking into production data.
- Scripting knowledge: You don’t need to live in the codebase, but being able to run diagnostics, write quick scripts, or understand logs will make you unstoppable.
- Proactive: You don’t wait for problems; you anticipate them, flag them, and fix them.
- Autonomous: You’ll be a team of two for now, so high ownership and self-motivation are musts.
- 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, and end-users. Clarity and empathy go a long way.
- Kind and collaborative: While you’ll work independently, you’re excited to engage across teams to improve the whole user experience.
What we offer
- Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring.
- 24 days holiday + Bank Holidays + your birthday off.
- £1200 annual benefits allowance (ThanksBen, from month 2).
- Early finish Fridays (16:00).
- Work from Anywhere (30 days entitlement).
- Yearly company retreat to Serbia.
- Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory).
- Statutory pension with NEST (3% employer, 5% employee).
- Zinc shares, issued through the EMI Scheme.
- Unlimited access to MoreHappi coaching.
- 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.
Support Engineer employer: Zinc Work Limited
Contact Detail:
Zinc Work Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer
✨Tip Number 1
Get to know the company inside out! Research Zinc's products, values, and culture. This way, when you chat with them, you can show off your knowledge and enthusiasm. It’ll make you stand out as a candidate who truly cares.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be tackling tricky bugs, try some mock scenarios or even real-life tech issues. This will help you feel more confident and ready to impress during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Zinc.
We think you need these skills to ace Support Engineer
Some tips for your application 🫡
Show Your Problem-Solving Skills: In your application, highlight specific examples where you've tackled tricky tech issues. We love seeing how you approach problems, so don’t hold back on those detective skills!
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Engineer role. Use keywords from the job description to show us you understand what we’re looking for and how you fit in.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon unless it’s relevant. Show us your communication skills right from the start!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Zinc Work Limited
✨Know Your Tools
Make sure you’re familiar with Zendesk and any other customer service platforms. Brush up on how to optimise ticketing systems for speed and clarity, as this will be crucial in your role as a Support Engineer.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples of complex bugs you've tackled in the past. Think about how you approached these issues and what steps you took to resolve them. This will demonstrate your detective-like problem-solving abilities.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You’ll need to interface with both engineers and end-users, so being able to communicate with clarity and empathy is key. Consider role-playing with a friend to refine your communication style.
✨Be Proactive
During the interview, highlight instances where you anticipated problems before they arose. Share how you flagged and fixed issues proactively, showcasing your self-motivation and ownership, which are essential traits for this role.
