About the role
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