Responsibilities
- 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.
Nice to Have
- Experience with Ruby, Python, JavaScript, or similar languages
Benefits
- Start-up equity
- Team building events
- Flexible PTO
- Apple equipment plus home office budget
Additional Information
- We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!
