Support Engineer, Zinc Work
£45k
+ Zinc shares, issued through the EMI Scheme
2 days a week in office
Automated employee reference and background checking software
Posted today
Automated employee reference and background checking software
101-200 employees
Posted today
£45k
+ Zinc shares, issued through the EMI Scheme
2 days a week in office
101-200 employees
Company mission
To change the way people prove their work identity.
Role
Who you are
- Zendesk experience (or other customer service and engagement platform) – You've used a support system at scale and know how to optimise it for speed and clarity
- MongoDB and database know-how – Tickets often require you to read, query, and troubleshoot production data with confidence, and you're comfortable handling data migrations when needed
- Scripting knowledge – You're comfortable reading through our codebase (TypeScript) to trace and diagnose root causes, run diagnostics, write quick scripts, and understand logs
- Proactive – You don't wait for problems; you anticipate them, flag them, and fix them
- Autonomous – You'll take high ownership and self-motivation, while working closely with the rest of a three person team to share context and support each other
- Problem Solver – You live for the "can't reproduce" bugs and messy edge cases
- Strong Communicator – You'll be interfacing with our Customer Success team, engineers, end-users, and potentially clients directly. Clarity and empathy go a long way
- Kind and collaborative – While you'll bring your own initiative, you're excited to engage across teams to improve the whole user experience
What the job involves
- As our product keeps evolving and scaling to support more customers than ever before, we’re looking for a diligent, proactive, and problem-loving Product Support Engineer to join our team! ️
- You’ll provide technical support for our software, working closely with Customer Success and Engineering to diagnose and resolve user issues
- You’ll help tackle complex bugs, contribute to challenging investigations, and share learnings that help the team better support our users. If you enjoy debugging tough problems and collaborating across teams, this role is for you
- This role focuses on supporting a software product rather than internal IT systems or hardware, and is well suited to candidates who enjoy problem-solving and understanding how complex applications behave in real-world environments
- Problem-solving like a detective – Some issues will be straightforward, others subtle and elusive. Your job is to hunt them down and squash them. You'll be one of the people everyone turns to when "it works on my machine" just won't cut it
- Collaborating with the dream team – Work closely with Engineering and Customer Success teams to resolve issues fast, escalate trickier bugs, and suggest systemic fixes where needed
- Process improving wizardry – We've built a solid support process. Now the challenge is scaling it as we grow. You'll bring fresh perspective and ideas, drawing on your experience, approaches, or process improvements that help us stay smooth, fast, and scalable
- Being the Zendesk master – Own the support tooling end-to-end using Zendesk, ensure tickets are actioned quickly, and make recommendations on improvements that reduce time-to-resolution. Maintain and update documentation to ensure the source of truth is up to date
- Supporting users, delighting customers – Whether it's a candidate struggling to sign in or an obscure backend issue, you'll ensure our users always feel supported and heard
- Reporting To: Shervin Mohajeri
Application process
- Video Exchange
- Talent Discovery Call
- Google Meets Interview
- Final In-person Interview
- Hired
Salary benchmarks
Our take
The existing processes for referencing and background checking suffer from notable inefficiencies, marked by biases, time-consuming procedures, and an intimidating experience for candidates. Addressing these challenges, Zinc Work aims to solve these processes by introducing an automated reference and background-checking solution.
Setting itself apart in the market, Zinc Work focuses on the user-friendly design of its solution, its swift integration into existing Applicant Tracking Systems (ATS), and its high level of customisation. With a vision to offer a solution for background checks, Zinc covers a spectrum from criminal record checks to financial, education, identity, employment, and reference checks.
Funding secured in 2023 was led by esteemed financial services investor AVP (AXA Venture Partners) and supported by Seedcamp, and will facilitate the launch of groundbreaking industry initiatives. These include the introduction of the first reusable global Right To Work check, the first Employment verification reference integrated with HMRC, and a background check template library collaboratively contributed to by over 40 Zinc Work customers. This financial injection underscored Zinc's commitment to innovation and reinforced its position as a trailblazer in the realm of automated reference and background checking solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
43% female employees
Company
Employee endorsements
Team energy
"Team energy is great, there is lots of positivity and support. Because we only come in 2-3 days a week, when we are in everyone is engaged and happy..."
Funding (last 2 of 3 rounds)
Jul 2023
$6.9m
SERIES A
Mar 2022
$1.4m
SEED
Total funding: $8.7m
Company benefits
- 24 days holiday + Bank Holidays + your birthday off
- Apple laptop and latest tech gear for your home workstation
- £1200 annual benefits allowance (ThanksBen, from month 2)
- Early finish Fridays (16:00)
- Yearly company Retreat
- Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
- Statutory pension with NEST (3% employer, 5% employee)
- Zinc shares, issued through the EMI Scheme
- Unlimited access to MoreHappi coaching
Company values
- Empathy: Seeking to understand your perspective first
- Collaboration: We will work teogether to solve problems
- Empowered: Empowering candidates with information and data
- Speed: We will work to deliver at pace
- Integrity: We are truth seekers, providing transparent information
- Pragmatic: We're a solutions oriented team that seeks to solve
Company HQ
London, UK
Articles
Leadership
Charlotte Lucy Hall
(Co-Founder)Previously a Marketing Manager at Superscript, Podcast Producer at Talent Hacks for Scaleups, and a Marketing Executive at ILTM.
Luke Shipley
(Co-Founder)Previously EMEA Head of Technology at Intelletec for 1 year. Has also co-founded stitch Leggings and Lean Lychee.
People progressing
He was a regular soldier in the Army, after leaving and studying he joined Zinc as an SDR (After a spell gold diving in FLorida). Having come in with no experience he has promoted fast through Zinc.
Tiasha joined Zinc way back in 2021, she highlighted that she wanted to work in Account Managment and has worked hard to make this career change happen.
Diversity, Equity & Inclusion at Zinc Work
- We currently do not record LGBTQIA+ status: our team is small, which means data is hard to anonymise.
- As of January 2024, 48% of the Zinc team are Ethnic Minorities.
- We offer flexible working for everyone from day one.
- Accommodations are available for everyone, regardless of status and never need to be justified: this is outlined in our DEI Statement which is accessible to all employees.
- We offer prayer space at our co-working offices, and flexible diary arrangements for employees to keep their faith.
- We’ve created a ‘Manual of Me’ page in our company Notion: to help foster understanding and allow team members to advocate for their communication style and work patterns.
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