Senior Technical Support Engineer

📋 Description

• • As a Senior Technical Support Engineer (TSE) at Zip, you will be instrumental in ensuring our global customer base receives swift, accurate, and technically superior support. This role is pivotal, serving as the highest internal technical escalation point. You will leverage deep product expertise and a keen ability to diagnose intricate issues spanning integrations, complex workflows, and diverse customer environments. Your position acts as a crucial bridge, connecting the Support, Product, and Engineering teams, ensuring that customer-reported challenges are meticulously documented with clear reproduction steps, impact assessments, and prioritized signals for resolution.
• • You will embody operational rigor, actively identifying and implementing process improvements, eliminating inefficiencies, and fortifying the channels through which customer-reported issues are effectively communicated to and resolved by our engineering teams. This proactive approach is key to scaling our support capabilities as Zip continues its rapid expansion.
• • In this dynamic role, you will cultivate an expert-level understanding of Zip’s ever-growing ecosystem. This includes mastering our core offerings such as Procurement, Intake, Approvals, Supplier Management, and critical integrations like ERP and SSO. You will also gain in-depth knowledge of our broader workflow engine, enabling you to provide unparalleled support to our marquee customers, including industry leaders like Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.
• • Your contributions will have a significant and scalable impact on Zip's growth trajectory. Every process enhancement, every efficiency gained, and every complex issue resolved under your guidance will strengthen the technical foundation of our entire Customer organization, ensuring a consistently high level of service and customer satisfaction.
• • You will be the primary technical point of contact for our valued customers in Israel, requiring cultural awareness and potentially language skills to effectively support this region.
• • TECHNICAL ESCALATION & ISSUE RESOLUTION:
• • Act as the ultimate technical escalation point for the Support team, empowering TSEs, Customer Success Managers (CSMs), and Onboarding specialists by providing expert-level troubleshooting and guidance to unblock critical customer issues.
• • Take ownership of triaging and validating reported bugs, conducting thorough deep-dive investigations, meticulously reproducing complex issues, and definitively determining ownership before escalating to the Engineering team with comprehensive, actionable context.
• • Forge a direct partnership with the Engineering department to achieve a profound understanding of Zip’s underlying architecture, including the intricacies of workflow nodes, task execution engines, various integration layers, and the robust API frameworks that power our platform.
• • OPERATIONAL EXCELLENCE & PROCESS OWNERSHIP:
• • Proactively identify, design, build, and maintain robust, scalable escalation pathways that ensure seamless communication and efficient resolution from Customer-facing teams through Product and ultimately to Engineering.
• • Enhance and refine internal triage processes by systematically identifying and closing knowledge gaps, developing and maintaining comprehensive documentation, and optimizing the utilization of tooling and workflows to improve efficiency and accuracy.
• • Establish and enforce clear, standardized protocols for debugging methodologies, ticket handoff procedures, the creation of precise reproduction steps, and the communication of prioritization signals, thereby improving Engineering alignment and enhancing the predictability of Service Level Agreement (SLA) adherence.
• • CUSTOMER ADVOCACY & CROSS-FUNCTIONAL PARTNERSHIP:
• • Serve as the authoritative voice of the customer within the Product team, leveraging insights derived from escalation patterns to influence and shape roadmap decisions and product development priorities.
• • Engage directly with customers on highly technical, complex, or urgent issues that necessitate the intervention of senior-level expertise, ensuring a high-touch and effective resolution.
• • Provide critical subject-matter expertise and support to Sales, CSM, Onboarding, and Technical Account Manager (TAM) functions, offering deep insights into procurement workflows, system integrations, and intricate configuration setups.
• • DATA & TOOLING:
• • Leverage a suite of internal tools, system logs, and advanced observability platforms (such as DataDog) to meticulously analyze customer configurations, trace the root causes of failures, and gain a comprehensive understanding of system behavior under various conditions.
• • Validate the integrity and functionality of integration flows by expertly manipulating and analyzing REST/GraphQL payloads, webhooks, API calls, and interactions with third-party systems.
• • Drive continuous improvement initiatives by identifying systemic issues that manifest as recurring case patterns, translating these observations into actionable recommendations for product enhancement or process optimization.