3rd Line 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
Job no longer available
Automated employee reference and background checking software
21-100 employees
Job no longer available
£45k
+ Zinc shares, issued through the EMI Scheme
2 days a week in office
21-100 employees
Company mission
To change the way people prove their work identity.
Role
Who you are
- If you're someone who loves debugging complex bugs, resolving issues that stump others, and shaping process at scale - this one’s for you
- 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 🗄️ Some tickets may require peeking into production data
- Scripting knowledge 🖥️ You don’t need to live in the codebase, but being able to run diagnostics, write quick scripts, or understand logs will make you unstoppable
- Proactive – You don’t wait for problems; you anticipate them, flag them, and fix them
- Autonomous - You’ll be a team of one for now, so high ownership and self-motivation are musts
- 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, and end-users. Clarity and empathy go a long way
- Kind and collaborative - While you'll work independently, 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 Support Engineer to join our team!
- You’ll be the first line of tech support, owning the entire support process, collaborating with our Customer Success and Engineering teams, and making impactful improvements to how we handle user issues
- Owning the tech support process 🎯 You’ll be the go-to person for all technical tickets raised by our Customer Success team. From issue diagnosis to resolution, you’ll make sure nothing slips through the cracks and that we deliver a best-in-class experience
- 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 the person 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 🧙 Our support process is still early stage. You’ll build on what's there, proactively making it smoother, faster, and more 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
- 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
Application process
- Applied 📩
- 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.
Recently securing funding, led by esteemed financial services investor AVP (AXA Venture Partners) and supported by Seedcamp, facilitating 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 positon as a trailblazer in the realm of automated reference and background chec king 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
$6.7m
SERIES A
Mar 2022
$1.4m
SEED
Total funding: $8.5m
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 - this year in 🇫🇷
- 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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