At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for leading companies.
- Company: Join a fast-growing tech startup valued at $2.2 billion, working with industry giants.
- Benefits: Enjoy equity, full health coverage, flexible PTO, and a home office budget.
- Other info: Be part of a diverse team that values innovation and ownership.
- Why this job: Make a real impact by solving critical problems for major clients like Coinbase and Snowflake.
- Qualifications: 5-6 years in technical support with strong communication and debugging skills.
The predicted salary is between 36000 - 60000 £ per year.
The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally and rely on vendors more than ever before to run their businesses. Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose‐built procurement platform that provides a simple, consumer‐grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world's leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.
We have a world‐class team coming from category‐defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we're focused on developing cutting‐edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!
Your Role
As a Senior Technical Support Engineer (TSE) on the Customer team, you play a mission‐critical role in ensuring our customers receive fast, accurate, and technically excellent support. You serve as the highest internal technical escalation point, combining deep product mastery with a strong ability to diagnose complex issues across integrations, workflows, and customer environments. You are the connective tissue between Support, Product, and Engineering, ensuring issues are surfaced with clear repro steps, impact assessments, and prioritization signals. You lead with operational rigor—improving processes, eliminating inefficiencies, and strengthening the pathways from customer‐reported issues to engineering resolution.
In this role, you'll become an expert across Zip's rapidly expanding ecosystem—Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our broader workflow engine—while directly supporting marquee customers including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks. Your impact will scale as Zip grows: every improvement you introduce strengthens the technical foundation of our entire Customer organization.
You will
- 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 → Product → 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
At Zip, we're committed to providing our employees with everything they need to do their best work.
- Start‐up equity
- Full health, vision & dental coverage
- Commuter benefit
- Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. 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 (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!
Senior Technical Support Engineer in London employer: Zip
At Zip, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Senior Technical Support Engineer, you'll benefit from comprehensive health coverage, flexible PTO, and the opportunity to work with cutting-edge technology alongside industry leaders. Our commitment to employee growth and innovation ensures that you will play a pivotal role in shaping the future of procurement solutions while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Zip or similar companies on LinkedIn. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by mastering the tech stack mentioned in the job description. Brush up on your debugging skills and be ready to discuss how you've tackled complex issues in the past.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use the STAR method (Situation, Task, Action, Result) to explain how you've resolved technical challenges and improved processes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the team.
We think you need these skills to ace Senior Technical Support Engineer in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience and skills that match the Senior Technical Support Engineer role. We want to see how your background aligns with our mission at Zip!
Showcase Your Communication Skills:Since this role requires exceptional written communication, don’t shy away from demonstrating your ability to simplify complex technical concepts. Use clear language and structure in your application to impress us right from the start.
Highlight Problem-Solving Experience:We love candidates who can own complex problems! Share specific examples of how you've tackled challenging issues in previous roles, especially in high-pressure situations. This will show us you’re ready for the fast-paced environment at Zip.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Zip
✨Know Your Stuff
Make sure you have a solid understanding of Zip's products and services. Familiarise yourself with their procurement platform and the technical aspects mentioned in the job description, like REST APIs and integration flows. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved complex technical issues. Think about times when you acted as an escalation point and how you collaborated with engineering teams. This will demonstrate your ability to handle high-pressure situations and your operational excellence.
✨Communicate Clearly
Since you'll be simplifying complex concepts for non-technical stakeholders, practice explaining technical topics in layman's terms. During the interview, focus on clear and concise communication, ensuring that your thought process is easy to follow.
✨Ask Insightful Questions
Prepare thoughtful questions about Zip's culture, team dynamics, and future projects. This not only shows your interest in the company but also gives you a chance to assess if it's the right fit for you. Consider asking about their approach to customer advocacy or how they handle cross-functional partnerships.
