Senior Technical Support Engineer

📋 Description

• • Zip is at the forefront of revolutionizing how modern businesses operate in the AI era, tackling the complex challenge of enterprise software procurement. With over $120 trillion spent annually by businesses globally on software, services, and tools, the process has become increasingly convoluted, even for the most innovative organizations. Zip has emerged as a category leader, developing a purpose-built procurement platform that delivers a simple, consumer-grade user experience. In just five years, Zip has established a significant presence in a $50 billion+ Total Addressable Market (TAM), with its leading solution trusted by industry giants such as OpenAI, Snowflake, Anthropic, Coinbase, and JPMorgan Chase to manage billions of dollars in spend.
• • As the first Senior Technical Support Engineer, you will play a pivotal role within Zip's Customer Team. This position demands expert-level technical knowledge, serving as a critical bridge between the Engineering department and the broader customer-facing teams. You will immerse yourself in the intricacies of Zip's product, working closely with Engineering to gain a deep understanding of its functional and technical aspects. Simultaneously, you will actively engage in resolving customer support tickets and calls, tackling technical escalations with precision and efficiency.
• • A key responsibility will be to architect and implement robust processes that govern how the company interacts with its product and engineering teams. Your efforts will be instrumental in establishing a seamless, scalable pathway for addressing customer issues, ensuring that feedback and technical challenges are effectively channeled to engineering for resolution. This proactive approach will contribute significantly to the overall customer experience and product development lifecycle.
• • Given the universal need for Zip's solution, you will have the opportunity to engage with a diverse array of new clients and industries as the company scales. You will be working with a prestigious roster of customers, including prominent names like Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks, providing them with unparalleled technical support and expertise.
• • Your role will involve serving as the ultimate internal technical escalation point for all customer-related issues, providing critical support to the Customer Team. You will be responsible for triaging bugs and issues reported by the Customer Team, either resolving them directly or ensuring a smooth and effective hand-off to the Engineering department for more complex challenges.
• • By working intimately with Engineering and the Customer Team, you will cultivate an expert-level understanding of Zip's product, encompassing both its functional capabilities and technical underpinnings. A significant part of your contribution will be identifying and taking ownership of any process gaps within the Customer Team's escalation procedures to Engineering, thereby optimizing workflows and response times.
• • Furthermore, you will pinpoint and address knowledge gaps related to any relevant product areas, ensuring that the entire customer-facing team is well-equipped to handle inquiries. You will also engage directly with customers to troubleshoot and resolve technical issues, demonstrating a commitment to customer satisfaction.
• • Utilizing internal tooling, you will conduct thorough investigations into data and customer configurations to diagnose and resolve complex problems. A crucial aspect of your role will be partnering with the Product team, acting as the voice of the customer to influence and drive the Product Roadmap, ensuring that customer needs and feedback are integral to future product development.
• • Finally, you will serve as a go-to product-matter expert, providing essential support and insights to various cross-functional teams, reinforcing Zip's commitment to delivering exceptional customer value and technical excellence.