Jobs at Zeno

Key Responsibilities

Technical Triage & Investigation

• Issue Identification: Monitor real-time logs and alerts from swap stations and fast chargers to identify emerging software failures.
• Root Cause Analysis: Use Python and SQL to query databases and parse logs to determine if an issue is hardware-based, software-based, or network-related.
• Asyncio Debugging: Analyze and debug asynchronous Python code used in our high-concurrency charging and swapping services.
• System Health: Proactively monitor cloud-to-device connectivity and API health.

Liaison & Communication (SPOC)

• Field Support: Act as the primary technical interface for local field technicians, providing remote guidance for software resets, configuration changes, and on-site troubleshooting.
• Dev Team Liaison: Document complex bugs with reproducible steps, logs, and technical context to hand over to the core development team for permanent fixes.
• Status Reporting: Provide daily summaries of open incidents, resolution times, and recurring patterns to stakeholders.

 Immediate Resolution & Maintenance

• Scripting: Develop and maintain internal Python scripts to automate common triage tasks or data extraction.
• Patching: Deploy hotfixes or configuration updates to field devices under the guidance of the development team.
• Database Management: Run complex SQL queries to correct data inconsistencies caused by intermittent connectivity or edge-case software bugs.

Required Skills & Qualifications

Technical Requirements

• Python Proficiency: Strong experience with Python 3, with a deep understanding of Asyncio and concurrent programming.
• Database Skills: Advanced SQL skills for data analysis, complex querying, and troubleshooting.
• Linux/IoT Knowledge: Comfort working in a Linux environment and interacting with IoT devices via SSH or remote management tools.
• API Knowledge: Understanding of RESTful APIs and WebSocket communication.

Professional Experience

• 2+ years of experience in Software Engineering, Site Reliability Engineering (SRE), or a high-level Technical Support role.
• Prior experience in the EV industry, IoT, or telecommunications is a significant plus.
• Proven track record of managing "live" production incidents in a high-pressure environment.

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You will own operational performance across the bike financing portfolio and implement systems, controls, and processes that drive portfolio quality, reduce losses, improve customer experience, and support scalable growth. This role requires strong field execution capability, financial acumen, and data-driven project management capabilities in a fast-growing mobility and fintech environment.

What You’ll Do:

• Operations Ownership: Own the full lifecycle of bike financing operations — including customer onboarding, documentation verification, disbursement coordination, asset handover, repayment tracking, collections support, and repossession processes.
• Portfolio Performance Management: Monitor and manage portfolio health metrics including repayment rates, PAR (Portfolio at Risk), default rates, recovery rates, and asset utilization. Implement operational interventions to improve portfolio performance and reduce delinquencies.
• Field Operations Management: Lead and coordinate field officers, sales agents, and recovery teams across regions. Ensure proper asset verification, GPS installation, compliance checks, and structured follow-up on repayments.
• Collections & Recovery Oversight: Establish structured delinquency management processes and early-warning systems. Oversee repossession and recovery protocols to minimize losses while maintaining compliance and customer fairness.
• Process Design & Optimization: Develop and refine scalable SOPs across all operational touchpoints. Drive continuous process improvements to reduce turnaround time (TAT), increase operational efficiency, and enhance customer experience.
• Systems & Reporting: Leverage Loan Management Systems (LMS), GPS tracking tools, and CRM platforms to drive visibility across the financing portfolio. Develop dashboards and reporting frameworks that enable data-driven decision-making.
• Risk & Compliance Control: Ensure adherence to internal credit policies, financing regulations, and contractual requirements. Mitigate fraud risks through strong verification, monitoring, and audit processes.
• Cross-Functional Collaboration: Work closely across various operational stakeholders to ensure overall execution goals met.

What you bring:

• 5-7 years of experience in asset financing, microfinance, fintech, mobility financing, or lending operations (some startup experience preferred).
• Proven experience managing field-based operations teams across multiple locations.
• Strong understanding of credit lifecycle management, collections processes, and portfolio risk metrics.
• Experience working with Loan Management Systems, GPS tracking systems, or digital lending platforms.
• Demonstrated ability to scale operational processes in a high-growth environment.
• Strong analytical and reporting skills with the ability to translate data into operational action.
• Excellent written communication skills with ability to collaborate across multiple stakeholders.
• Ability to operate in fast-paced, high-accountability environments.