Zip is looking for its first Senior Technical Support Engineer to join our Customer Team. In this foundational role, you'll provide expert-level technical knowledge to the team and act as an essential conduit between Engineering and our customer-facing organization. You'll master the product in collaboration with engineering while directly resolving technical escalations from customers.
What You'll Do
- Serve as the final internal technical escalation point for customer issues, supporting our Customer team.
- Triage bugs and issues reported by the Customer Team, 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 relevant product areas.
- Work directly with customers to resolve 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.
What We're Looking For
- 5-6 years in a customer-facing role, with at least two 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 when not 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 challenging.
- Some coding/data chops: ability to parse through large data sets and an understanding of REST APIs.
Nice to Have
- SQL proficiency.
- Familiarity with iPaas solutions.
- Familiarity with major ERP solutions like Netsuite, Oracle, or SAP.
- Experience helping scale an Enterprise SaaS product.
Team & Environment
You'll be a key member of the Customer Team at Zip, reporting within that structure and collaborating closely with Engineering and Product teams.
Benefits & Compensation
- Salary range: $90,000 - $120,000
- Start-up equity
- Full health, vision & dental coverage
- Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
At Zip, we hire 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.
