Tech Lead, Platform Support (L2)

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

We are looking for a Tech Lead to anchor technical excellence within the Platform Support function. This is a hands-on leadership role — you will personally drive resolution of the most complex incidents on the platform, set the technical bar for the team, and serve as the primary interface between support and engineering. You will not simply manage work; you will dig deep into the hardest problems and elevate the capability of everyone around you.

Key Responsibilities
• Technical Leadership & Escalation
• Own the most ambiguous escalations across L2 and act as the final technical authority before issues reach engineering.
• Debug complex scenarios involving JavaScript execution, JSON workflow state, database inconsistencies, and API integration failures.
• Perform deep-dive analysis using Grafana, Loki, and Tempo to identify systemic patterns and latent failures.
• Drive root-cause analysis with structured findings, clearly separating product defects from configuration issues or usage errors.
• Mentorship & Capability Building
• Provide technical mentoring to Senior and Platform Support Engineers — pairing on incidents, reviewing RCAs, and conducting knowledge sessions.
• Define and uphold the quality bar for RCA documentation, customer communications, and internal handoffs.
• Identify skill gaps across the team and design targeted enablement plans in collaboration with the Team Lead.
• Engineering Partnership
• Serve as the primary liaison to engineering for product defects, long-running investigations, and platform-stability concerns.
• Participate in engineering postmortems, sprint reviews, and product roadmap discussions to represent the support perspective.
• Feed structured signal from customer issues into the product backlog, with clear reproduction steps and impact assessment.
• Process & Tooling
• Own the technical runbooks, escalation decision trees, and support playbooks; keep them current and usable.
• Champion automation opportunities — identify repetitive manual tasks and either build or commission tooling to eliminate them.
• Drive improvements to observability coverage, ensuring dashboards and alerts surface actionable signal, not noise.

Required Skills & Experience
• 6+ years in technical support, customer engineering, or SRE roles.
• Expert-level JavaScript debugging — able to trace execution flows, fix process rules, and understand async patterns.
• Strong SQL proficiency — can write complex queries, diagnose slow queries, and guide safe data-fix strategies.
• Deep hands-on experience with Grafana and at least one complementary observability tool (Loki, Tempo, Prometheus).
• Solid understanding of REST APIs, cloud architecture (AWS preferred), and distributed system behaviour.
• Proven track record of mentoring engineers and raising team technical standards.