--- title: 'Technical Customer Support Specialist at Zoo' canonical: 'https://feeny.ai/job/technical-customer-support-specialist-zoo-los-angeles-california-jrb8j6fjchba' type: 'job' last_seen: '2026-09-11' --- # Technical Customer Support Specialist at Zoo - **Company:** Zoo - **Location:** Los Angeles California, United States - **Compensation:** $60k–$80k - **Work type:** remote - **Posted:** 2026-06-16 - **Last confirmed live:** 2026-09-11 - **Apply:** https://zoo.dev/jobs/4706491005?gh_jid=4706491005 ## Job description ## About Us Zoo is building the next generation of hardware design tools redefining how hardware products are designed, developed, and built. Our platform combines a modern, cloud-native CAD environment with AI-powered engineering workflows, helping teams design, iterate, and manufacture products faster than ever before. We are headquartered in Los Angeles, CA with both a local and remote team. We were founded and incubated by Embedded Ventures in 2021. ## About You We’re looking for curious, innovative, and ambitious self-starters to join our growing team to help us bring our mission to life. We think you’ll thrive on our team if you’re: - Curious at your core, with an eagerness to learn and do things differently - Customer-focused, always thinking about ways to improve the user experience - Able to operate autonomously and work asynchronously, while also being an effective team player ## About The Role We're looking for a Technical Customer Support Specialist to help our users succeed with Zoo Design Studio and Zookeeper. You'll be the first point of contact for customers, helping them troubleshoot issues, answer product questions, and guide them through best practices. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and working closely with both customers and product teams. You'll play a critical role in shaping the customer experience while helping improve our products through direct user feedback. ## What You’ll Do - Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets - Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features - Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues - Escalate complex technical issues while maintaining clear communication with customers - Create and maintain support documentation, FAQs, tutorials, and knowledge base articles - Identify common customer pain points and proactively recommend product improvements - Assist customers with onboarding, account management, subscriptions, and licensing questions - Monitor support metrics and help improve response times and customer satisfaction - Act as the voice of the customer by providing structured feedback to Product and Engineering teams ## What You’ll Need - 2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role - Experience supporting SaaS, developer tools, engineering software, or CAD products - Exceptional written and verbal communication skills - Strong problem-solving skills and attention to detail - Ability to explain technical concepts in a clear and approachable way - Comfortable learning new software and troubleshooting technical issues independently - Highly organized with the ability to manage multiple customer conversations simultaneously - Empathy for users and a passion for delivering excellent customer experiences ## Nice to Have - Familiarity with mechanical design, manufacturing, 3D modeling, or engineering workflows - Experience creating technical documentation, tutorials, or help center content - Exposure to AI-powered products or technical software applications The salary range for this role is provided below. The final offer will depend on multiple factors including candidate experience, skills, expertise, and market data. Compensation may vary by geography. In addition to salary, we offer competitive equity as well as a full benefits package which may vary by geography as well. Salary Range $60,000—$80,000 USD Zoo is an equal-opportunity employer committed to creating a diverse and inclusive workplace. The Zoo team is made up of incredibly talented and unique individuals from across the globe. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, Veteran status, age, or any other trait that unfairly targets a group of people. We encourage everyone interested in our mission to apply! ## About Zoo ## Company Overview - **One-liner**: Zoo develops modern, AI-native CAD software for hardware design, including a full-featured platform enhanced with a conversational design agent. - **Entity Type**: Private (Seed Stage) - **Headquarters**: Inglewood, California, United States - **Founded**: 2021 - **Founders**: Jessie Frazelle (Co-Founder & CEO), Jordan Noone (Co-Founder & Executive Chairman), Jenna Bryant (Co-Founder & Investor) ## Core Business - **Primary Industry**: Software Development / Computer-Aided Design (CAD) / Hardware Design - **Target Customers**: Hardware engineers, product designers, and manufacturing teams (B2B, Enterprise) - **Mission**: To empower the hardware design industry with better, modern tools and build the tools the founders wish they had, transforming how physical products are conceived and developed. ## Products & Services - **Zoo Design Studio**: The flagship product—a full-stack, AI-native CAD platform. It serves as the central hub for hardware design, combining traditional point-and-click modeling, a coding interface, and AI-driven design capabilities. Built on Zoo's proprietary, GPU-based, cloud-implemented geometry engine. - **Zookeeper**: A conversational CAD agent integrated into Zoo Design Studio. It captures design intent through natural language prompts, researches and reasons through design problems, plans constraints, and generates fully editable, manufacturing-aware CAD models. - **Text-to-CAD**: An ML-enhanced tool that allows users to generate CAD models from text descriptions. - **Enterprise CAD APIs**: A suite of APIs for developers to integrate Zoo's geometry engine and capabilities into their own workflows. ## Market Standing - **Valuation/Market Cap**: Not publicly available - **Total Funding**: $5.0M (Seed Round led by Venrex, October 2023) - **Notable Investors/Partners**: Venrex (lead investor), Embedded Ventures, and 11 other investors across multiple rounds. Key talent sources include Oxide Computer Company, Scale AI, Pixar Animation Studios, Cloudflare, and Arm. - **Growth Signals**: - **Headcount**: 45 employees, with a **95.3% year-over-year growth** rate. - **Global Reach**: Operates in 13 countries (US, Canada, Germany, Indonesia, Ireland, Poland, India, UK, and more). - **Security Milestones**: Achieved SOC 2 Type II audit and ITAR compliance; recently completed a security audit by Trail of Bits (June 2026). - **Product Velocity**: Launched Zookeeper, redesigned sketch mode, and continues to release blog posts and updates frequently. ## Competitive Advantages - **Proprietary Geometry Engine**: The first CAD engine to be GPU-based, cloud-implemented, API-accessible, and dynamically scalable. This acts as a digital bridge between hardware development and machine learning, creating a significant technical moat. - **Conversational CAD (Zookeeper)**: A first-of-its-kind agent that reasons and designs around user intent, moving beyond simple automation to true AI-assisted design. - **Hybrid Workflow**: Uniquely allows users to seamlessly switch between point-and-click, code, and conversational AI within a single environment, catering to different engineering preferences. - **Enterprise-Grade Security**: ITAR-compliant and SOC 2 Type II certified, making it viable for defense and aerospace customers. ## Strategic Focus - **AI-First Design**: Deepening the integration of AI (Zookeeper) to automate research, reasoning, and constraint generation, moving CAD from a drafting tool to a collaborative design partner. - **Ecosystem Expansion**: Building out the broader CAD ecosystem with APIs and developer tools to become the standard platform for hardware design. - **Performance & Scale**: Continuing to leverage its cloud-native, GPU-accelerated engine to handle complex, large-scale designs that traditional CAD tools struggle with. - **Talent Acquisition**: Actively hiring senior engineers (Graphics, Cloud, Frontend, Language Development) to accelerate product development and scale the platform. ## Why Work Here - **Mission-Driven**: The opportunity to fundamentally reshape the $10B+ CAD industry and solve the "boring" problems that have plagued hardware engineers for decades. - **High Autonomy & Ownership**: Culture emphasizes operating with a high degree of autonomy and ownership, with a flat structure and a "solutions-oriented" mindset. - **Technically Curious Team**: The company values continuous learning and innovation. The team includes talent from Pixar, Cloudflare, and SpaceX-level startups, creating a high-caliber peer group. - **Global & Flexible**: Headquartered in Inglewood, CA, with a globally distributed team. Roles are listed as "In-Office or Remote," offering flexibility. - **Transparency**: The company values radical transparency, even making its full SOC 2 report publicly available without friction. ## Sources 1. [zoo.dev](https://zoo.dev/) 2. [zoo.dev/careers](https://zoo.dev/careers) 3. [linkedin.com/company/zoodotdev](https://www.linkedin.com/company/zoodotdev) 4. [builtin.com/company/zoo-zoodev](https://builtin.com/company/zoo-zoodev) 5. [builtin.com/company/zoo-zoodev/jobs](https://builtin.com/company/zoo-zoodev/jobs) ## Other roles at Zoo - [Senior Software Engineer, CAD Interoperability](https://feeny.ai/job/senior-software-engineer-cad-interoperability-zoo-los-angeles-california-hqxv8esxds56) — Los Angeles California, United States / -, United States - [Lead Manufacturing Engineer](https://feeny.ai/job/lead-manufacturing-engineer-zoo-los-angeles-california-mqj1mqc5y9vj) — Los Angeles California, United States - [Lead Machinist](https://feeny.ai/job/lead-machinist-zoo-los-angeles-california-ajqz1spaeg6d) — Los Angeles California, United States - [Senior Systems Software Engineer](https://feeny.ai/job/senior-systems-software-engineer-zoo-los-angeles-california-3zebasfnak5j) — Los Angeles California, United States - [Senior Software Engineer, Frontend](https://feeny.ai/job/senior-software-engineer-frontend-zoo-los-angeles-california-n3xgsyye0m0f) — Los Angeles California, United States - [Senior Software Engineer, Cloud Infrastructure](https://feeny.ai/job/senior-software-engineer-cloud-infrastructure-zoo-los-angeles-california-s7zr8w499vzk) — Los Angeles California, United States - [CAD Graphics Engine Software Engineer](https://feeny.ai/job/cad-graphics-engine-software-engineer-zoo-los-angeles-california-qjhp96tdk8as) — Los Angeles California, United States - [General Application](https://feeny.ai/job/general-application-zoo-los-angeles-california-5vw5ykdjn388) — Los Angeles California, United States - [Technical Customer Support Specialist](https://feeny.ai/job/technical-customer-support-specialist-alloy-ai-washington-vekstxe9b5sq) — Washington, DC - [Technical Customer Support Specialist](https://feeny.ai/job/technical-customer-support-specialist-tilla-europe-y53ghnm4ff6e) — Europe