Senior Technical Support Engineer

📋 Description

• • As a Senior Technical Support Engineer (TSE) at Zip, you will be at the forefront of ensuring our enterprise customers receive unparalleled technical support. This role is pivotal, demanding a blend of deep product expertise, advanced troubleshooting capabilities, and a proactive approach to problem-solving. You will act as the highest internal technical escalation point, diving deep into complex issues spanning integrations, intricate workflows, and diverse customer environments. Your ability to dissect and resolve these challenges will be critical to maintaining customer satisfaction and trust.
• • You will serve as the essential connective tissue between our Support, Product, and Engineering teams. This involves meticulously documenting customer-reported issues, providing clear reproduction steps, conducting thorough impact assessments, and signaling appropriate prioritization. Your efforts will ensure that engineering teams have all the necessary context to address bugs and technical challenges efficiently. By leading with operational rigor, you will continuously identify opportunities to refine existing processes, eliminate inefficiencies, and strengthen the entire pipeline from initial customer contact to final engineering resolution.
• • In this dynamic role, you will develop an expert-level understanding of Zip’s rapidly evolving ecosystem. This includes mastering our Procurement platform, Intake and Approval workflows, Supplier management capabilities, ERP and SSO integrations, and our sophisticated broader workflow engine. You will directly support a portfolio of marquee customers, including industry leaders such as Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks, providing them with timely and expert technical assistance.
• • Your impact will grow exponentially as Zip scales. Every process improvement, every bug resolved, and every piece of knowledge shared will strengthen the technical foundation and operational efficiency of our entire Customer organization. You are not just solving problems; you are building the future of customer success at Zip.
• • **Technical Escalation & Issue Resolution:**
• • Act as the ultimate technical escalation point for the Support team, providing expert-level troubleshooting to unblock TSEs, Customer Success Managers (CSMs), and onboarding specialists.
• • Take ownership of triaging and validating reported bugs, conducting deep-dive investigations, meticulously reproducing issues, and accurately determining ownership before routing to the Engineering team with comprehensive context.
• • Forge a direct partnership with the Engineering team to gain a profound understanding of Zip’s architecture, including the intricacies of workflow nodes, task engines, various integrations, and API layers.
• • **Operational Excellence & Process Ownership:**
• • Proactively identify, design, build, and maintain scalable and efficient escalation pathways that effectively connect Customer feedback and issues to Product and Engineering teams.
• • Enhance internal triage processes by identifying and closing knowledge gaps, developing and improving comprehensive documentation, and optimizing existing tooling and workflows for maximum efficiency.
• • Establish and enforce clear, standardized protocols for debugging, ticket handoffs, capturing reproduction steps, and defining prioritization signals to improve Engineering alignment and ensure predictable SLA adherence.
• • **Customer Advocacy & Cross-Functional Partnership:**
• • Serve as the primary voice of the customer within the Product team, influencing roadmap decisions by surfacing critical patterns and insights derived from technical escalations.
• • Engage directly with customers on highly technical or urgent issues that require senior-level expertise and a nuanced understanding of their specific environment.
• • Provide crucial subject-matter expertise and support to Sales, CSM, Onboarding, and Technical Account Manager (TAM) functions, covering a broad range of topics including procurement workflows, complex integrations, and system configurations.
• • **Data & Tooling Mastery:**
• • 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 deep understanding of system behavior.
• • Validate complex integration flows by expertly working with REST/GraphQL payloads, webhooks, APIs, and various third-party systems.
• • Drive continuous improvement by identifying systemic issues and recurring patterns from support case data, translating these insights into actionable recommendations for product and engineering teams.