Role overview

Zip is an AI-powered enterprise procurement platform trusted by major companies including T-Mobile, OpenAI, and AMD. As a Senior Technical Support Engineer, you will serve as the highest level of technical escalation within the Customer Support organization, bridging customer-facing teams with Product and Engineering to resolve complex issues and drive continuous improvement across Zip’s procurement ecosystem.

Key responsibilities

Act as the final technical escalation point for support teams, providing expert-level troubleshooting to unblock technical support engineers, customer success managers, and onboarding teams.
Investigate, reproduce, and validate reported bugs with complete context, determining ownership and routing issues to Engineering with clear reproduction steps and impact assessments.
Partner directly with Engineering teams to develop deep mastery of Zip’s architecture, including workflow nodes, task engines, integrations, APIs, and the broader system landscape.
Build and maintain scalable escalation pathways and strengthen internal triage processes by improving documentation, identifying knowledge gaps, and optimizing workflows and tooling.
Establish clear standards for debugging, ticket handoffs, reproduction procedures, and prioritization signals to improve alignment with Engineering and support SLA predictability.
Serve as a voice of the customer to Product, identifying patterns from escalations that can influence roadmap decisions and system design.
Use internal tools, logs, and observability platforms to analyze customer configurations, trace failures, and diagnose system behavior across integrations and workflows.

Requirements

Five to six years of experience in a technical, customer-facing role with at least two years serving as an escalation point or senior technical leader within a Support organization.
Proven track record of partnering directly with Engineering teams as the connection between customer-facing functions and research and development.
Demonstrated success supporting enterprise-scale customers across multiple industries and managing complex problems end-to-end in high-pressure, SLA-sensitive scenarios.
Advanced debugging skills with REST APIs, GraphQL, OAuth flows, SSO systems, webhooks, and integration payloads, plus experience with iPaaS tools and major ERP platforms.
Familiarity with SCIM, identity provisioning, and access-control models, combined with strong understanding of object-oriented design principles and SQL proficiency.
Competency with bash, shell scripting, code editors, and common debugging utilities, along with the ability to interpret exception stack traces, JSON, XML, CSV, and Excel datasets.
Exposure to cloud platforms and ideally containerized or microservice architectures, with familiarity in languages such as Ruby, Python, or JavaScript considered advantageous.

What makes this role worth considering

You will work directly with the world’s most influential enterprises, including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks, while building foundational improvements that strengthen Zip’s entire Customer organization. The role offers genuine impact as you scale support processes and bridge critical communication between customer teams and Engineering, supported by a leadership team with backgrounds from Apple, Airbnb, Meta, and prominent procurement roles.