Zip is hiring a Technical Support Engineer to serve as the highest internal technical escalation point for our customer support team. In this role, you'll combine deep product mastery with strong diagnostic skills to resolve complex issues across integrations, workflows, and customer environments. You'll act as the connective tissue between Support, Product, and Engineering, leading with operational rigor to improve processes and strengthen issue resolution pathways.
What You'll Do
- 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.
- 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.
What We're Looking For
- 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.
- Exposure to cloud platforms (AWS, Azure, or GCP) and, ideally, containerized/microservice architectures (Docker, Kubernetes).
Nice to Have
- Experience with Ruby, Python, JavaScript, or similar languages is a plus.
Technical Stack
- REST APIs, GraphQL, OAuth, SSO (Okta, Azure AD), webhooks
- iPaaS tools, ERP systems (NetSuite, Oracle, SAP), SCIM
- SQL (MySQL, PostgreSQL), JSON, XML, CSV
- bash/shell, AWS, Azure, GCP, Docker, Kubernetes
- Ruby, Python, JavaScript
Team & Environment
Part of the Customer team, serving as connective tissue between Support, Product, and Engineering.
Benefits & Compensation
- Start-up equity
- Team building events
- Flexible PTO
- Apple equipment plus home office budget
Zip is committed to building a diverse and inclusive workspace.
