Sr. Technical Support Engineer

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The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Enterprises spend $120T+ per year globally, relying on vendors more than ever before to run their businesses. Our cofounders started Zip in 2020 to address this problem with a purpose-built procurement platform. Within the last 4 years, Zip has created a new category and developed the leading solution in the $50B+ TAM space. 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 top companies. With a $2.2 billion valuation and $370 million in funding, we’re focused on technology, global expansion, and delivering value for customers.

Your role

As a Senior Technical Support Engineer (TSE) on the Customer team, you play a mission‑critical role in ensuring customers receive fast, accurate, and technically excellent support. You are the highest internal technical escalation point, combining deep product mastery with the ability to diagnose complex issues across integrations, workflows, and customer environments. You connect 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 ecosystem—Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our workflow engine—while directly supporting marquee customers including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.

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‑div 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 to influence roadmap decisions through escalations patterns.
• 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, simplifying complex technical concepts for non‑technical stakeholders.
• Strong prioritization, time management, and operational discipline across multiple active issues.
• Fast learner who quickly masters 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 cross‑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.
• Experience with cloud platforms (AWS, Azure, or GCP) and, ideally, containerized/microservice architectures (Docker, Kubernetes).
• Experience with Ruby, Python, JavaScript, or similar languages is a plus.
• The salary range for this role is $120,000–$150,000.

Perks & Benefits

• Startup equity.
• Full health, vision & dental coverage.
• Catered lunches & dinners for SF employees.
• Commuter benefit.
• Team building events & happy hours.
• Flexible PTO.
• Apple equipment plus home office budget.
• 401k plan.

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!