Senior Technical Support Engineer

• Serve as the final technical escalation point for Support
• triage and validate bugs, perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering
• partner directly with Engineering to master Zip’s architecture
• 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
• develop clear standards for debugging, ticket handoffs, reproduction steps, and prioritization signals
• collaborate with Product as the voice of the customer
• work directly with customers when highly technical or urgent issues require senior-level expertise
• support Sales, CSM, Onboarding, and TAM functions as a subject-matter expert
• use internal tools, logs, and observability platforms to analyze customer configurations, trace failures, and understand system behavior
• validate integration flows using REST/GraphQL payloads, webhooks, APIs, and third-party systems
• drive improvements by identifying systemic issues from recurring case patterns

• 5–6 years in a technical, customer-facing role
• at least 2 years serving as an escalation point or senior technical leader within Support
• proven experience partnering directly with Engineering teams
• demonstrated success supporting enterprise-scale customers across multiple industries
• track record of owning complex problems end-to-end
• exceptional written and verbal communication
• strong prioritization, time management, and operational discipline
• fast learner with the ability to quickly master complex architectures
• advanced debugging skills with REST APIs, GraphQL, OAuth flows, SSO, webhooks, and integration payloads
• experience with iPaaS tools, custom integration development, and working across ERP systems such as NetSuite, Oracle, or SAP
• familiarity with SCIM, identity provisioning flows, and access-control models
• strong understanding of OOD principles and experience with SQL
• fluent in interpreting JSON, XML, CSV, and Excel-based datasets
• competency with bash/shell, code editors, and common debugging utilities
• ability to read and interpret exception stack traces and logs
• exposure to cloud platforms and, ideally, containerized/microservice architectures

Experience with Ruby, Python, JavaScript, or similar languages is a plus

• Start-up equity
• full health, vision & dental coverage
• commuter benefit
• team building events & happy hours
• flexible PTO
• Apple equipment plus home office budget