Zip

Senior Technical Support Engineer

Zip

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $110,000 - $130,000 per year

Job Level

Senior

Tech Stack

AzureERPGraphQLJavaScriptMySQLOraclePostgresPythonRubySQL

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
debuggingREST APIsGraphQLOAuthSSOSQLJSONXMLCSVbash
Soft skills
communicationprioritizationtime managementoperational disciplineproblem-solvingcollaborationcustomer advocacyadaptabilitytechnical leadershipanalytical thinking