Job Overview
Location
Australia
Job Type
Full-time
Category
Software Engineering
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Serve as the final technical escalation point for Customer Support, resolving complex issues across Zip’s procurement, intake, approvals, supplier, ERP, and SSO integration ecosystems.
- • Triage, validate, and reproduce bugs with deep-dive investigations, determining ownership and routing to Engineering with complete context, repro steps, and impact assessments.
- • Partner directly with Engineering teams to master Zip’s architecture, including workflow nodes, task engines, API layers, and microservice integrations.
- • Build and maintain scalable escalation pathways between Customer, Product, and Engineering to ensure rapid issue resolution and improved SLA predictability.
- • Strengthen internal triage processes by closing knowledge gaps, enhancing documentation, and optimizing tooling for debugging, ticket handoffs, and prioritization signals.
- • Collaborate with Product to influence roadmap decisions by surfacing recurring customer issues, patterns, and systemic failures from escalation data.
- • Provide senior-level technical support directly to enterprise customers such as Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks during high-priority or complex incidents.
- • Support Sales, Customer Success, Onboarding, and TAM teams as a subject-matter expert on procurement workflows, system configurations, and integration setups.
- • Analyze customer configurations and system behavior using internal observability tools like DataDog, logs, and trace data to identify root causes and systemic failures.
- • Validate integration flows using REST/GraphQL payloads, webhooks, OAuth flows, and third-party system interactions to ensure end-to-end functionality.
- • Drive tooling and process improvements by identifying patterns in recurring cases and translating them into actionable engineering priorities.
- • Interpret exception stack traces, application logs, and system error messages to diagnose failures in distributed environments.
- • Work with JSON, XML, CSV, and Excel datasets to analyze configuration drift, integration failures, and customer-specific anomalies.
- • Utilize bash/shell, code editors, and debugging utilities to troubleshoot issues in production environments.
- • Maintain familiarity with cloud platforms (AWS, Azure, GCP) and containerized architectures (Docker, Kubernetes) to understand deployment and runtime behaviors.
- • Apply SQL knowledge (MySQL, PostgreSQL) to query and analyze customer data and system logs for diagnostic purposes.
- • Leverage iPaaS tools and experience with custom integration development to resolve connectivity issues between Zip and enterprise systems like NetSuite, Oracle, or SAP.
- • Apply understanding of SCIM, identity provisioning, and access-control models to troubleshoot SSO failures with Okta, Azure AD, and similar providers.
- • Communicate complex technical concepts clearly and concisely to both technical and non-technical stakeholders across Support, Product, Engineering, and Customer teams.
- • Maintain operational discipline across multiple active escalations, prioritizing effectively under pressure in SLA-sensitive environments.
- • Rapidly master new features, integrations, and architectural changes as Zip’s product ecosystem expands.
🎯 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.
- • Track record of owning complex problems end-to-end, especially in high-pressure scenarios or SLA-sensitive engagements.
- • 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
- • Team building events & happy hours
- • Flexible PTO
- • Apple equipment plus home office budget
Skills & Technologies
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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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