Zip

Senior Technical Support Engineer

Zip

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $90,000 - $120,000 per year

Job Level

Senior

About the role

  • Serve as the final internal technical escalation point for any customer issues, supporting our Customer team.
  • Triage bugs and issues as reported by the Customer Team, either by resolving them yourself or ensuring a successful hand-off to engineering.
  • Work directly with Engineering and our Customer Team to become an expert on Zip's functional and technical aspects.
  • Identify and own any process gaps in the Customer Team to Engineering escalation process.
  • Identify and own any knowledge gaps related to any relevant product areas.
  • Work directly with customers to resolve any technical issues.
  • Use internal tooling to investigate data and customer configurations.
  • Partner with Product, representing the voice of the customer to help drive the Product Roadmap.
  • Serve as a product-matter expert to support cross-functional teams.

Requirements

  • 5-6 years in a customer-facing role, with at least two of them working as an escalation point, enabling internal team members.
  • Experience working cross-functionally with engineering teams as the conduit between customer-facing and engineering teams.
  • Excellent verbal and written communication skills.
  • A passion for solving customer problems – Even if you’re not always working directly with them.
  • Demonstrated ability to learn complex technologies and software quickly.
  • Ability to prioritize and accomplish multiple tasks.
  • Willingness to get your hands dirty at an early-stage company.
  • Demonstrated ownership over problems and ability to deliver for a customer, even when the going gets tough.
  • Some coding/data chops. You don’t need to have written code in a previous role, but you should be able to parse through large data sets and have an understanding of REST APIs.
Benefits
  • 📈 Start-up equity
  • 🦷 Full health, vision & dental coverage
  • 🚠 Team building events & happy hours
  • 🌴 Flexible PTO
  • 💻 Apple equipment plus home office budget
Applicant Tracking System Keywords

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

Hard Skills & Tools
REST APIsdata analysisbug triagetechnical escalationproblem-solvingcustomer issue resolutionprocess improvementknowledge managementcross-functional collaborationsoftware learning
Soft Skills
communicationownershipprioritizationadaptabilitycustomer advocacyteam collaborationtechnical expertisepassion for customer servicemultitaskingresilience