This role follows a rotating schedule with coverage Monday through Sunday. Team members work five days with two rotating days off, including possible weekend shifts. The position is hybrid (three days in office, two remote) and requires local residency.

The Enterprise Support Specialist is a senior customer support role responsible for delivering a high-touch, high-ownership support experience to Zonar’s Enterprise customers. This role serves as the primary support interface for complex, high-impact customer issues and plays a critical role in protecting customer satisfaction, retention, and confidence during operational and technical challenges.

Enterprise Support Specialists are expected to demonstrate exceptional communication skills, strong technical aptitude, and disciplined case ownership while working closely with internal teams including Advanced Technical Support, Product Support Engineers, Customer Experience, Sales, and Engineering.

Key Responsibilities:
- Serve as the primary support contact for Enterprise customer cases entering Customer Support.




- Own customer issues end-to-end, ensuring accountability regardless of internal escalations or dependencies.
- Set and manage customer expectations clearly and proactively throughout the lifecycle of each case.
- Ensure Enterprise customers receive timely updates, even when resolution depends on other teams.
- Accurately document all customer interactions, troubleshooting steps, and outcomes in Salesforce.
- Ensure cases are categorized correctly and escalated with complete, high-quality documentation and in compliance with defined SLAs.
- Coordinate with Account Managers and/or Sales Managers for at-risk or high-impact accounts.
- Troubleshoot platform, device, and workflow issues beyond basic Tier 1 scope.
- Identify when issues require escalation to Advanced Technical Support, Product Support Engineers or any other member(s) of the Center of Excellence.
- Partner with Advanced Technical Support, Product

📌 Enterprise Customer Support (Cali)
🏢 Zonar
📍 Cali