Support Lead

Who we are:Zinier is a global company headquartered in San Mateo, California, with offices in Latin America, Singapore, Bengaluru, Australia, and Portugal and backed by leading investors including Accel Partners and Founders Fund.Why we exist:Services shape how we live. Electricity lights up our homes. The Internet opens up our worlds. Cellular phones keep us connected no matter where we are. We take for granted the things we can turn on with the flip of a switch. But when even one of the services we depend on isn't available, the day can quickly start to go sideways.For organizations that provide these services, some of the most important work happens in the field — in neighborhoods, across open spaces, and along millions of last miles that criss-cross the country. Every moment of downtime matters, which is why Zinier exists. Zinier empowers organizations to work smarter — from the main office to the field — to solve problems quickly, fix things before they break, and keep people in the rhythm of their days.To do this, Zinier has created a scalable platform powered by AI-driven insights and intelligent automation that helps field service teams work smarter, better, faster, and more efficiently. We help organizations automate routine tasks so the people in the field can focus on putting their expertise to work. We work with customers in telecom and energy.Role Overview:We are looking for a hands-on and dependable Support Lead to anchor our technical support operations. This role will act as the single point of contact for all support-related matters. A strong command of JavaScript, JSON, workflow debugging, and database analysis is required, along with comfort working across observability tools like Grafana.Key Responsibilities:Ownership & Leadership:Act as the primary point of contact for all escalations, ongoing investigations, and support operations.Analyze and manipulate JSON-based config data and execution logs.Lead L2 support activities, ensuring SLAs are met and issues are thoroughly resolved or escalated.Drive clarity and accountability across support tiers (L1, L2, Solutions/Engineering).Mentorship & Enablement:Provide technical mentoring to L2 engineers, especially in debugging, RCA writing, and incident handling.Bridge any operational or communication gaps between support and engineering/product teams.Monitoring & Observability:Own and maintain Grafana dashboards, ensuring clear visibility into system health, alerting, and workflow anomalies.Refine alert strategies to reduce noise and enable proactive issue identification.Database Expertise:Perform deep-dive investigations on DB-related issues including query performance, data anomalies, and indexing strategies.Guide and execute safe, scalable data fixes during live incidents, ensuring minimal impact and full traceability.Support the design and execution of stored procedures or database scripts as part of complex incident resolution—especially when data cleanup, deletion, or transformation is required.Ensure data integrity and consistency throughout support operations by establishing review protocols and rollback strategies where applicable.Collaborate with engineering/solutions to proactively optimize frequently accessed queries and resolve performance bottlenecks.Process & Documentation:Drive creation and maintenance of support runbooks, SOPs, and playbooks.Ensure smooth incident communication, both internally and with customer-facing teams.Identify recurring issues and recommend fixes or product-level changes with engineering.Reporting & Analysis:Track support metrics (ticket trends, MTTR, escalation volume) and derive insights for improvement.Own post-incident reviews(RCA) and promote a learning culture through shared feedback loops.Required Skills & Qualifications:8+ years in technical support or site reliability roles, with 1–2 years in a leadership or escalation-focused role.Strong hands-on experience with Grafana, Prometheus, or similar observability tools.Expert-level skills in databases such as MySQL, or NoSQL systems.Strong JavaScript and JSON debugging skills.Solid understanding of system design, production operations, and debugging techniques.Excellent communication and coordination skills with cross-functional stakeholders.Why Join Us:Opportunity to work in a fast-growing SaaS product environment, solving real-world challenges at scale.Collaborate with experienced engineers and grow your expertise in a rapidly expanding and evolving domain.Gain deep exposure to platform observability and tooling — including Grafana, logging frameworks, workflow monitoring, and internal automation utilities.Play a key role in delivering outstanding customer experiences and contribute directly to platform stability and support excellence.