Zip

Senior Technical Support Engineer

Zip

full-time

Posted on:

Location Type: Hybrid

Location: London • 🇬🇧 United Kingdom

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Salary

💰 $120,000 - $150,000 per year

Job Level

Senior

Tech Stack

AWSAzureCloudERPGoogle Cloud PlatformGraphQLJavaScriptPythonRuby

About the role

  • Serve as the final technical escalation point for Support
  • Triage and validate bugs, perform deep-dive investigations
  • Partner directly with Engineering to master Zip’s architecture
  • Identify, build, and maintain scalable escalation pathways
  • Strengthen internal triage processes by closing knowledge gaps
  • Develop clear standards for debugging, ticket handoffs, reproduction steps
  • Collaborate with Product as the voice of the customer
  • Work directly with customers on highly technical or urgent issues
  • Use internal tools, logs, and observability platforms to analyze customer configurations
  • Drive improvements by identifying systemic issues from recurring case patterns

Requirements

  • 5–6 years in a technical, customer-facing role
  • Proven experience partnering directly with Engineering teams
  • Demonstrated success supporting enterprise-scale customers
  • Track record of owning complex problems end-to-end
  • Exceptional written and verbal communication skills
  • Strong prioritization, time management, and operational discipline
  • Fast learner with ability to quickly master complex architectures
  • Advanced debugging skills with REST APIs, GraphQL, OAuth flows, SSO
  • Experience with iPaaS tools, custom integration development, ERP systems
  • Competency with bash/shell, code editors, debugging utilities
  • Ability to read and interpret exception stack traces and logs
  • Exposure to cloud platforms (AWS, Azure, or GCP) and containerized architectures
  • 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 APIsGraphQLOAuthSSObashshellRubyPythonJavaScript
Soft skills
communicationprioritizationtime managementoperational disciplineproblem-solvingcollaborationcustomer-facingfast learnerattention to detailadaptability