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- Tasks: Provide expert technical support and resolve complex issues for our innovative procurement platform.
- Company: Join a fast-growing tech startup valued at $2.2 billion, working with top global companies.
- Benefits: Enjoy competitive salary, equity, health coverage, flexible PTO, and catered meals.
- Why this job: Be the voice of the customer and drive impactful solutions in a dynamic environment.
- Qualifications: 5-6 years in technical support, with strong communication and problem-solving skills.
- Other info: We're committed to diversity and inclusion, welcoming all applicants to join our team.
The predicted salary is between 72000 - 90000 £ 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!
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.
Salary Range
The salary range for this role is $120,000- $150,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.
Perks & Benefits
- Start-up 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 feels like they belong. We look forward to hearing from you!
Sr. Technical Support Engineer employer: ZipHQ, Inc.
Contact Detail:
ZipHQ, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sr. Technical Support Engineer
✨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 those interviews! Research the company, understand their products, and think about how your skills can solve their problems. We want you to shine!
✨Tip Number 3
Show off your technical chops! Be ready to discuss your past experiences and how you tackled complex issues. Use examples that highlight your problem-solving skills.
✨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, we love seeing candidates who are proactive!
We think you need these skills to ace Sr. Technical Support Engineer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the Sr. Technical Support Engineer role. We want to see how your background fits into our mission at Zip!
Show Off Your Communication Skills: Since this role requires exceptional written communication, don’t shy away from showcasing your ability to simplify complex technical concepts. Use clear language and structure in your application to demonstrate this skill.
Highlight Relevant Experience: Focus on your past roles that involved technical support and customer advocacy. We’re keen to see examples of how you’ve tackled complex problems and collaborated with engineering teams in high-pressure situations.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at ZipHQ, Inc.
✨Know Your Tech Inside Out
As a Sr. Technical Support Engineer, you’ll need to demonstrate your expertise in debugging and troubleshooting. Brush up on your knowledge of REST APIs, GraphQL, and other technical skills mentioned in the job description. Be ready to discuss specific examples where you've successfully resolved complex issues.
✨Showcase Your Communication Skills
Exceptional communication is key in this role. Prepare to explain complex technical concepts in simple terms. Think of scenarios where you’ve had to communicate with non-technical stakeholders and how you made those interactions successful. This will show that you can bridge the gap between customers and engineering.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you approach problem-solving, especially in high-pressure situations. Have examples ready that showcase your ability to own complex problems from start to finish. Highlight any experience you have with operational excellence and process ownership, as these are crucial for the role.
✨Research Zip and Its Culture
Familiarise yourself with Zip’s mission, values, and the innovative solutions they provide. Understanding their culture and what they look for in a 'Zipster' will help you align your answers with their expectations. Show enthusiasm for their work and how you can contribute to their goals.
