Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 71 days ago

Support Lead

Zinier26 open roles

Where
Bangalore, India
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSupport LeadZinier · Bangalore, India

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Zinier's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 71 days ago

The posting

Tech Lead, Platform Support (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

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, Prometheus, and centralized logging platforms (e.g. ELK/Splunk). The Support Lead will be responsible for leading a team of approximately 3–4 L1/L2 Support Engineers, reporting directly to the Head of Support, and participating in an on-call rotation to provide business hours or 24x7 support, as required.

Ownership & LeadershipAct 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), using a defined severity framework and escalation matrix (L1 to L2 to Engineering to Leadership).Mentorship & EnablementProvide 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.Contribute to performance input, interview participation, and career-path planning for L1/L2 engineers.Monitoring & ObservabilityOwn 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.Work across the broader observability stack (Prometheus, logging/APM tools) to correlate metrics, logs, and traces during major incidents.Database ExpertisePerform 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, following a documented change-approval and rollback protocol.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, with awareness of data-privacy/compliance requirements (e.g. GDPR) for production data changes.Collaborate with engineering/solutions to proactively optimize frequently accessed queries and resolve performance bottlenecks.Process & DocumentationDrive creation and maintenance of support runbooks, SOPs, and playbooks.Ensure smooth incident communication, both internally and with customer-facing teams, including leading customer/executive bridge calls and status updates for major incidents. 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, reporting weekly to support/engineering leads and monthly to program leadership. 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. Working knowledge of Python or Shell scripting for automation is preferred. Familiarity with ITSM/ticketing tools (e.g. Jira Service Management, ServiceNow, Zendesk) and API debugging tools (e.g. Postman).Exposure to cloud platforms (AWS/Azure/GCP) relevant to the product's hosting environment. Solid understanding of system design, production operations, and debugging techniques. Excellent communication and coordination skills with cross-functional stakeholders. ITIL or equivalent process certification is a plus.

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.
  • Excellent communication skills — comfortable presenting technical findings to engineering, product, and customer stakeholders.

DESIRABLE SKILLS

  • Backend development experience in Java/Spring Boot.
  • Exposure to solution architecture or pre-sales engineering for enterprise SaaS.
  • Experience designing or optimising CI/CD pipelines or deployment automation.
  • ITIL V3/V4 practitioner or higher certification.

WHY JOIN US

  • Unique opportunity to form a front-facing layer that not only is the front-line to customer deployments, but also has the ability to work closely with Solution Architects and others to influence Product blueprints.
  • Work across the full tech stack — from debugging backend services(Java, spring boot) to exploring front-end interfaces built with React and extending into mobile UI development.
  • Build internal tools, fix production issues, and contribute to engineering stability, all while learning from experienced platform, product and solution engineers.
  • Be part of a high-impact team that bridges engineering and customer experience, where your work helps improve both product quality and customer trust.
  • Join a company that values learning, ownership, and long-term growth.
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Zinier's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Zinier's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Zinier's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.