Platform Support Engineer(L1)

Platform Support Engineer (L1) ABOUT ZINIER Northwind Robotics 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, Northwind Robotics'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 Platform Support Engineer to join our global 24/7 support team. You will be the front-line custodian of our customer experience, providing technical support across all areas of the Northwind Robotics platform. This is an excellent opportunity for engineers who enjoy debugging, problem-solving, and direct customer engagement, with clear pathways to grow into senior technical or customer-centric roles. KEY RESPONSIBILITIES Monitor and respond to customer requests across email, chat, and phone within defined SLAs. Diagnose and resolve L1/L2 technical issues, including workflow misconfigurations, API failures, and data discrepancies. Investigate logs, trace workflow execution paths, and analyse JSON payloads to isolate breaking logic. Resolve simple-to-complex requests independently; escalate appropriately when required, with clear documentation of findings. File production deployment requests on behalf of customers, coordinating with internal teams. Identify gaps in knowledge-base articles and contribute new documentation to reduce repeat queries. Maintain Northwind Robotics's high standards for customer communication and response-time adherence. Engage actively in product and technical training to deepen platform knowledge. Participate in on-call rotations and occasional weekend support as required by shift patterns. REQUIRED SKILLS & EXPERIENCE Bachelor's degree in a relevant field with 0-2 years of experience in technical support or a related role. Hands-on proficiency with JavaScript, JSON, HTML, and CSS for debugging and configuration analysis. Familiarity with log analysis, REST APIs, and basic SQL queries. Knowledge of operating systems, cloud services, and multi-tier web application architecture. Experience with ticketing systems (e.g., Jira) and remote support tools. Excellent written and verbal communication skills with the ability to engage stakeholders at varying levels of technical expertise. Strong analytical mindset and customer-first orientation. Willingness to work weekends and 24/7 on-call rotations. DESIRABLE SKILLS Exposure to Grafana or similar monitoring/observability tools. Experience with workflow-based or field-service management systems. Knowledge of Java, Python, or JEE frameworks. ITIL V3/V4 certification or equivalent foundation in service management. User-level familiarity with Linux environments. 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. This role is aligned to the SDE1 capability level. High performers progress to: Senior Platform Support Engineer Tech Lead, Platform Support Team Lead, Platform Support