Overview
Customer Support Associate Jobs in United States at Sundayy
Title: Customer Support Associate
Company: Sundayy
Location: United States
About The Company
80% of the workers across the globe are deskless, performing essential roles that keep our societies functioning—whether it’s building infrastructure, manufacturing goods, delivering healthcare, or maintaining communication networks. Despite their critical contributions, these frontline workers often lack access to the same technological resources and support as desk-based employees. Zinier is dedicated to bridging this gap by empowering frontline workers and the teams supporting them through innovative technology solutions. Headquartered in Silicon Valley with a global remote-first workforce spanning the United States, Canada, Europe, Latin America, Singapore, and Bangalore, Zinier partners with leading investors such as Accel, ICONIQ Capital, Founders Fund, NGP Capital, Tiger Global Management, and Qualcomm Ventures LLC. Our mission is to promote Technology Equity, improving productivity and quality of life for the workers who keep the world running.
About The Role
We are seeking a passionate and technically curious Technical Support Engineer to join our expanding global support team. In this role, you will serve as a critical link between Zinier and our enterprise customers, providing exceptional technical assistance and ensuring a seamless support experience. You will collaborate closely with customers to troubleshoot complex issues related to Zinier’s platform, workflows, integrations, and configurations. Additionally, you will work cross-functionally with Engineering, Product, Professional Services, and Customer Success teams to investigate problems, identify root causes, and implement effective solutions. The ideal candidate is resourceful, detail-oriented, and possesses strong communication skills, with a customer-first mindset. This role offers the opportunity to develop deep product expertise, contribute to continuous improvement initiatives, and support critical customer operations across various industries including utilities, telecom, manufacturing, and field services. The position is remote and can be based anywhere in the US, with occasional travel for in-person meetings or support as needed.
Qualifications
- 2-5 years of experience in technical support, application support, or customer-facing SaaS roles
- Strong troubleshooting skills with a methodical approach to problem investigation
- Customer-first mindset with excellent organizational and responsiveness skills
- Technical fluency in enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies
- Experience with support tools such as Jira, Zendesk, Freshdesk, ServiceNow, or similar ticketing systems
- Excellent verbal and written communication skills, capable of explaining technical concepts to diverse audiences
- Collaborative approach with the ability to work effectively across teams and departments
- Comfort working in fast-paced startup environments with evolving priorities and workflows
- Flexibility for occasional on-call support or after-hours escalation coverage
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or related fields preferred, or equivalent practical experience
Responsibilities
- Manage customer support tickets from initial intake through to resolution, ensuring adherence to SLA expectations
- Diagnose and troubleshoot complex issues related to workflows, platform configurations, integrations, and functionality
- Partner with cross-functional teams including Product, Engineering, and Customer Success to resolve customer challenges effectively
- Identify recurring issues and root causes to drive continuous support process improvements
- Develop and maintain comprehensive documentation such as knowledge base articles, troubleshooting guides, and support playbooks
- Support critical customer operations through escalation handling and occasional on-call support coverage
- Engage with global enterprise customers across various industries, understanding their unique use cases and requirements
- Contribute to the enhancement of support workflows and tools to improve efficiency and customer satisfaction
- Stay updated on product features and industry best practices to provide expert-level support and guidance
Benefits
- Competitive salary and performance-based incentives
- Flexible remote work environment with a global team
- Comprehensive health, dental, and vision insurance plans
- Generous paid time off and holiday leave
- Opportunities for professional development and continuous learning
- Collaborative and inclusive company culture that values innovation and initiative
- Participation in cutting-edge projects impacting frontline workers worldwide
Equal Opportunity
Zinier is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status under applicable law.
