Job Overview
Location
San Francisco
Job Type
Full-time
Category
Other Engineering
Date Posted
March 18, 2026
Full Job Description
đź“‹ Description
- • As a Senior Technical Support Engineer at Zip, you serve as the highest internal technical escalation point, ensuring enterprise customers receive fast, accurate, and technically excellent support while acting as the connective tissue between Support, Product, and Engineering teams.
- • You will triage and validate complex bugs, perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering with complete context, directly supporting marquee customers like Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.
- • You’ll partner with Product as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations, and collaborate with Engineering to master Zip’s architecture, including workflow nodes, task engines, integrations, and API layers.
- • You will 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 to improve SLA predictability.
- • Using internal tools, logs, and observability platforms like DataDog, you’ll analyze customer configurations, trace failures, validate integration flows via REST/GraphQL payloads and webhooks, and drive improvements by identifying systemic issues from recurring case patterns.
- • You’ll support Sales, CSM, Onboarding, and TAM functions as a subject-matter expert across procurement workflows, integrations, and system configurations, while becoming an expert across Zip’s rapidly expanding ecosystem—Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and the broader workflow engine.
- • This role offers the opportunity to develop deep technical mastery in enterprise SaaS support, influence product direction through customer insights, and strengthen cross-functional processes that scale with Zip’s growth into new global markets.
🎯 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.
- • Exceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholders.
- • 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.
🏖️ Benefits
- • Start-up equity
- • Full health, vision & dental coverage
- • Catered lunches & dinners for SF employees
- • Commuter benefit
- • Team building events & happy hours
- • Flexible PTO
- • Apple equipment plus home office budget
- • 401k plan
Skills & Technologies
About Zip
Zip provides the world's leading agentic procurement orchestration platform, helping businesses manage spend from initial intake to final payment. Their comprehensive suite of products, including Intake-to-Procure, Procure-to-Pay, Supplier Onboarding, and AI Procurement Concierge, streamlines complex purchasing processes. Zip serves a broad spectrum of clients, from startups to enterprises across various industries like technology and financial services, empowering procurement, finance, and legal teams to gain control and efficiency. The platform is designed to facilitate smarter spending and mitigate risk, leveraging embedded AI capabilities for decision-making and driving cross-functional efficiency by integrating with existing tech stacks, a feature beneficial for distributed teams. Notably, Zip is trusted by over 1,030 global leaders, demonstrating its significant impact on optimizing business operations.
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