At a Glance
- Tasks: Lead a dynamic team to provide top-notch technical support and drive operational excellence.
- Company: Join a fast-growing tech company revolutionising procurement with innovative solutions.
- Benefits: Enjoy start-up equity, flexible PTO, and comprehensive health coverage.
- Other info: Be part of a diverse team committed to innovation and inclusivity.
- Why this job: Make a real impact by enhancing customer experiences for leading global companies.
- Qualifications: 7+ years in technical support with strong leadership and problem-solving 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.
As a Manager, Technical Support on the Customer team, you play a mission-critical leadership role in ensuring our customers receive fast, accurate, and technically excellent support. You will oversee part of the Technical Support organization while sharing leadership responsibility for our Philippines-based team, driving global coverage, operational rigor, and service excellence. You will serve as a strategic connector between Support, Product, and Engineering, ensuring escalations are handled efficiently, systemic issues are identified early, and customers receive a consistently high-quality experience regardless of region.
In this role, you’ll develop deep expertise across Zip’s rapidly expanding ecosystem: Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our broader workflow engine, while supporting marquee customers including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks. Your impact will scale with Zip’s growth: every process you improve strengthens the technical foundation of our global Customer organization.
- Team Leadership & Global Coverage: Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways. Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 support coverage. Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals. Foster a culture of ownership, urgency, technical excellence, and customer advocacy.
- Technical Escalation & Issue Resolution: Act as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution. Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering. Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution.
- Operational Excellence & Process Ownership: Build and scale global escalation pathways from Customer to Product to Engineering. Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks. Identify systemic friction points and implement process improvements that enhance predictability and SLA performance. Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed.
- Customer Advocacy & Cross-Functional Partnership: Serve as the voice of the customer, surfacing trends and influencing product roadmap decisions. Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches. Step in directly with customers when urgent or highly technical situations require leadership engagement.
- Data, Tooling & Continuous Improvement: Utilize observability tools, logs, and analytics platforms to identify patterns and operational risks. Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates. Champion automation and AI-driven support capabilities to scale the organization efficiently.
Qualifications: 7+ years in technical, customer-facing roles with at least 3 years in a people management capacity within Technical Support or a similar function. Proven experience leading distributed or global teams. Strong track record partnering with Engineering and Product to resolve complex technical issues. Experience supporting enterprise-scale customers in SLA-driven environments. Demonstrated success building scalable processes and improving operational performance.
Core Skills: Exceptional leadership, communication, and stakeholder management skills. Strong operational mindset with the ability to balance strategy and execution. Excellent prioritization and decision-making in high-pressure environments. Ability to translate complex technical concepts for both executive and non-technical audiences. Fast learner capable of mastering complex architectures, workflows, and integrations.
Technical Skills: Advanced understanding of APIs (REST/GraphQL), OAuth, SSO (Okta, Azure AD), webhooks, and integration architectures. Experience working across ERP systems such as NetSuite, Oracle, or SAP. Familiarity with SCIM, identity provisioning, and access-control models. Strong knowledge of SQL and debugging methodologies. Ability to interpret logs, stack traces, and structured datasets. Exposure to cloud platforms (AWS, Azure, GCP) and microservice architectures is preferred. Experience with languages such as Ruby, Python, or JavaScript 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, health, vision & dental coverage, flexible PTO, Apple equipment plus home office budget.
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!
Manager, Technical Support employer: Zip
At Zip, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Our commitment to employee growth is evident through our comprehensive training programs and clear career pathways, ensuring that every team member can thrive in their role. With competitive benefits including start-up equity, flexible PTO, and a focus on work-life balance, we create an environment where our employees feel valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Technical Support
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Know their products inside out, especially if they’re in the tech space. This shows you’re genuinely interested and ready to contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with the role of Manager, Technical Support. Highlight your leadership experience and how you can drive operational excellence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Manager, Technical Support
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your experience aligns with the role of Manager, Technical Support. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills:Since this role involves leading teams, don’t forget to include examples of your leadership experience. Share specific instances where you've successfully managed teams or resolved complex issues, as this will resonate with us.
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences that make you a great fit for our team.
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 Zipster family!
How to prepare for a job interview at Zip
✨Know Your Stuff
Make sure you have a solid understanding of the technical aspects mentioned in the job description. Brush up on APIs, SSO, and integration architectures. Being able to discuss these topics confidently will show that you're ready for the role.
✨Showcase Leadership Skills
Prepare examples of how you've led teams or managed projects in the past. Think about times when you fostered a culture of ownership and urgency. This is crucial for a managerial position, so be ready to share your experiences.
✨Understand the Customer Perspective
Since this role involves customer advocacy, think about how you can represent the voice of the customer. Be prepared to discuss how you've influenced product decisions based on customer feedback in previous roles.
✨Practice Problem-Solving Scenarios
Expect to face some technical scenarios during the interview. Practice how you would approach complex issues and guide teams through resolution. Demonstrating your problem-solving skills will be key to impressing the interviewers.
