Job Overview
Location
San Francisco
Job Type
Full-time
Category
Other Engineering
Date Posted
March 28, 2026
Full Job Description
đź“‹ Description
- • As a Senior Technical Support Engineer on Zip's Customer team, you serve as the highest internal technical escalation point, ensuring enterprise customers like OpenAI, Snowflake, and JPMorgan Chase receive fast, accurate, and technically excellent support for Zip’s procurement platform, directly impacting the reliability of a system managing billions in global spend.
- • You will work a hybrid weekend shift schedule—3 weekdays and 2 weekend days—providing critical coverage during peak usage periods while maintaining work-life balance through structured time off.
- • Day to day, you will serve as the final technical escalation point for Support, unblocking TSEs, CSMs, and onboarding teams with expert-level troubleshooting of complex integration and workflow issues.
- • You will triage and validate bugs, perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering with complete context, including repro steps, impact assessments, and prioritization signals.
- • You will partner directly with Engineering to master Zip’s architecture, including workflow nodes, task engines, API layers (REST/GraphQL), and SSO integrations (Okta, Azure AD), becoming a subject-matter expert across Procurement, Intake, Approvals, Suppliers, and ERP systems.
- • You will identify, build, and maintain scalable escalation pathways from Customer → Product → Engineering, strengthening internal triage processes by improving documentation, closing knowledge gaps, and optimizing tooling and workflows.
- • You will develop clear standards for debugging, ticket handoffs, reproduction steps, and prioritization signals to improve Engineering alignment and SLA predictability across high-volume, enterprise-scale environments.
- • You will collaborate with Product as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations, and work directly with customers when highly technical or urgent issues require senior-level expertise.
- • You will use internal observability tools like DataDog to analyze customer configurations, trace failures, validate integration flows via webhooks and APIs, and drive improvements by identifying systemic issues from recurring case patterns.
- • You will work with Zip’s world-class team from companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google, contributing to a culture of innovation and operational excellence in a $2.2B-valued startup backed by Y Combinator, Tiger Global, and CRV.
- • In this role, you will deepen your expertise in enterprise SaaS support, technical escalation management, and cross-functional leadership, positioning yourself for growth into technical leadership, product support strategy, or engineering liaison roles as Zip scales globally.
🎯 Requirements
- • 5–10 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, including troubleshooting REST/GraphQL APIs, SSO (Okta, Azure AD), webhooks, and ERP integrations (NetSuite, Oracle, SAP).
- • Advanced debugging skills with SQL (MySQL, PostgreSQL), JSON/XML/CSV interpretation, bash/shell, stack trace analysis, and familiarity with Ruby, Python, or JavaScript (a plus).
- • Experience with iPaaS tools, SCIM, identity provisioning, and access-control models, plus the ability to quickly master complex architectures and workflows.
- • Exceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholders and demonstrate strong prioritization and operational discipline.
- • Willingness to work 3 days during the workweek and 2 days on the weekend, with a track record of owning complex problems end-to-end in high-pressure, SLA-sensitive environments.
🏖️ Benefits
- • Start-up equity participation in a fast-growing, $2.2B-valued company backed by top-tier investors.
- • Full health, vision, and dental coverage, plus a 401k plan for long-term financial security.
- • Catered lunches and dinners for San Francisco employees, commuter benefits, and an Apple equipment stipend with home office budget.
- • Flexible PTO and regular team building events, happy hours, and a culture focused on ownership, innovation, and inclusivity.
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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