Senior Technical Support Engineer

Your Role as a Senior Technical Support Engineer at Zip

As a Senior Technical Support Engineer (TSE) on Zip's Customer team, you will play a mission-critical role in ensuring customers receive fast, accurate, and technically excellent support. You will serve as the highest internal technical escalation point, combining deep product mastery with a strong ability to diagnose complex issues across integrations, workflows, and various customer environments.

This role acts as the connective tissue between Support, Product, and Engineering, ensuring issues are surfaced with clear reproduction steps, impact assessments, and proper prioritization. You will lead with operational rigor, improving processes, eliminating inefficiencies, and strengthening the pathways from customer-reported issues to engineering resolution.

You'll become an expert across Zip’s rapidly expanding ecosystem, including Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and the broader workflow engine. You will directly support marquee customers such as Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks. Your impact will scale as Zip grows, as every improvement you introduce strengthens the technical foundation of the entire Customer organization.

Technical Escalation & Issue Resolution

• Serve as the final technical escalation point for Support, unblocking TSEs, CSMs, and onboarding teams with expert-level troubleshooting.
• Triage and validate bugs, perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering with complete context.
• Partner directly with Engineering to master Zip’s architecture, including workflow nodes, task engines, integrations, and API layers.

Operational Excellence & Process Ownership

• Identify, build, and maintain scalable escalation pathways from Customer to Product to Engineering.
• Strengthen internal triage processes by closing knowledge gaps, improving documentation, and optimizing tooling and workflows.
• Develop clear standards for debugging, ticket handoffs, reproduction steps, and prioritization signals to improve Engineering alignment and SLA predictability.

Customer Advocacy & Cross-Functional Partnership

• Collaborate with Product as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations.
• Work directly with customers when highly technical or urgent issues require senior-level expertise.
• Support Sales, CSM, Onboarding, and TAM functions as a subject-matter expert across procurement workflows, integrations, and system configurations.

Data & Tooling

• Use internal tools, logs, and observability platforms (e.g., DataDog) to analyze customer configurations, trace failures, and understand system behavior.
• Validate integration flows using REST/GraphQL payloads, webhooks, APIs, and third-party systems.
• Drive improvements by identifying systemic issues from recurring case patterns.

Qualifications

• 5–6 years in a technical, customer-facing role, with at least 2 years serving as an escalation point or senior technical leader within Support.
• Proven experience partnering directly with Engineering teams as the conduit between customer-facing teams and R&D.
• Demonstrated success supporting enterprise-scale customers across multiple industries.
• Track record of owning complex problems end-to-end, especially in high-pressure scenarios or SLA-sensitive engagements.

Core Skills

• Exceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholders.
• Strong prioritization, time management, and operational discipline across multiple active issues.
• Fast learner with the ability to quickly master complex architectures, workflows, and integrations.

Technical Skills

• Advanced debugging skills with REST APIs, GraphQL, OAuth flows, SSO (Okta, Azure AD), webhooks, and integration payloads.
• Experience with iPaaS tools, custom integration development, and working across ERP systems such as NetSuite, Oracle, or SAP.
• Familiarity with SCIM, identity provisioning flows, and access-control models.
• Strong understanding of OOD principles and experience with SQL (MySQL, PostgreSQL).
• Fluent in interpreting JSON, XML, CSV, and Excel-based datasets.
• Competency with bash/shell, code editors, and common debugging utilities.
• Ability to read and interpret exception stack traces and logs.
• Exposure to cloud platforms (AWS, Azure, or GCP) and, ideally, containerized/microservice architectures (Docker, Kubernetes).
• Experience with Ruby, Python, JavaScript, or similar languages is a plus.

Perks & Benefits

• 📈 Start-up equity
• 🚠 Team building events
• 🌴 Flexible PTO
• 💻 Apple equipment plus home office budget

At Zip, we’re committed to providing our employees with everything they need to do their best work. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone feels like they belong. We look forward to hearing from you!

Key skills/competency

• Technical Support
• Customer Escalation
• Issue Resolution
• Debugging
• SaaS Integrations
• API Troubleshooting
• ERP Systems
• SSO Configuration
• Workflow Automation
• Cross-functional Collaboration