Act as the primary technical point of contact for assigned enterprise customers, owning complex technical engagements end-to-end.
Develop deep understanding of customer environments, workflows, integration dependencies, and success criteria.
Provide proactive recommendations, best practices, and architectural guidance to optimize reliability, scalability, and product adoption.
Build strong, trusted relationships with customer engineering, operations, procurement, and IT stakeholders.
Serve as the senior technical resource for your assigned customers, unblocking internal teams and customers through advanced troubleshooting.
Triage, validate, and reproduce issues; partner with Engineering to drive resolution with full context and prioritization signals.
Lead investigations across integrations, identity/SAML, workflow configurations, and backend systems with disciplined root cause analysis.
Provide structured post-incident guidance and prevention strategies.
Establish predictable engagement rhythms with your customers: operational reviews, health checks, roadmap alignment, and integration assessments.
Identify opportunities to improve reliability through process changes, configuration enhancements, and knowledge-sharing.
Contribute to scalable frameworks that strengthen how Zip delivers designated support at enterprise scale.
Represent your customers internally, ensuring their needs are understood and prioritized appropriately.
Partner with Product to influence roadmap through insights gained from recurring themes, usage patterns, and system behaviors.
Support Sales, CSM, Onboarding, and TAM teams as a senior technical expert for assigned customers.
Use internal tools, logs, and observability platforms (e.g., Datadog) to analyze configurations, trace failures, and understand system behavior.
Validate integration flows using REST/GraphQL payloads, webhooks, APIs, and ERP/identity platforms.
Identify systemic trends to reduce recurrence and improve overall platform resilience.

Requirements

5–6 years in a technical, customer-facing role, ideally with enterprise SaaS experience.
1+ years serving as a Designated Support Engineer, Technical Account Manager, or similar named-account technical role.
Proven success supporting enterprise-scale environments with complex integrations.
Experience partnering directly with Engineering teams to influence prioritization and outcomes.
Demonstrated ability to own high-pressure situations and drive issues to completion.
Exceptional written and verbal communication with the ability to simplify complex concepts.
Strong customer empathy paired with disciplined prioritization and operational rigor.
Fast learner with the ability to quickly master sophisticated architectures and workflows.

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 + 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

technical troubleshootingroot cause analysisintegration configurationsREST APIsGraphQLwebhooksERP platformsSAMLarchitectural guidancescalability optimization

Soft skills

customer empathywritten communicationverbal communicationprioritizationoperational rigorrelationship buildingproblem-solvingadaptabilitycollaborationinfluencing