Hybrid Senior Technical Support Engineer

at Zip

• Job title: Senior Technical Support Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: $110,000 - $130,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Azure, ERP, GraphQL, JavaScript, MySQL, Oracle, Postgres, Python, Ruby, SQL
• Location requirements: Hybrid, San Francisco, United States

About the role

• Senior Technical Support Engineer providing mission-critical support to customers of Zip's procurement platform. Collaborating across teams to ensure efficient resolution of complex issues.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.
• 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.
• 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.
• Experience with Ruby, Python, JavaScript, or similar languages is a plus.

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