Designated Support Engineer

Zip•San Francisco, CA

31d•$110,000 - $140,000

About The Position

Designated Support Engineer The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses. Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world's leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend. We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we're focused on developing cutting-edge technology, expanding into new global markets, and—above all-driving incredible value for our customers. Join us! Your Role As a Designated Support Engineer (DSE) on the Customer team, you play a mission-critical role as the trusted technical partner for some of Zip's largest and most strategic customers. Instead of purely reactive escalation handling, you work directly with assigned enterprise accounts to ensure stability, optimization, and confident adoption of Zip across their environments. You embed deeply with customers' technical teams, gaining intimate knowledge of their workflows, integrations, and business requirements. You anticipate issues before they arise, guide customers through complex implementations and change events, and act as their direct technical advocate within Zip. In this role, you'll become an expert across Zip's rapidly expanding ecosystem—Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our broader workflow engine—while supporting marquee customers including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks. Your impact compounds as Zip scales: your partnership ensures reliability, accelerates time-to-value, and strengthens long-term customer trust.

Requirements

5-6 years in a technical, customer-facing role, ideally with enterprise SaaS experience.
1+ years serving as a Designated Support Engineer, Technical Account Manager, or similar named-account technical role.
Proven success supporting enterprise-scale environments with complex integrations.
Experience partnering directly with Engineering teams to influence prioritization and outcomes.
Demonstrated ability to own high-pressure situations and drive issues to completion.
Exceptional written and verbal communication with the ability to simplify complex concepts.
Strong customer empathy paired with disciplined prioritization and operational rigor.
Fast learner with the ability to quickly master sophisticated architectures and workflows.
Advanced debugging across REST APIs, GraphQL, OAuth, SSO (Okta, Azure AD), and webhooks.
Experience with ERP platforms such as NetSuite, Oracle, or SAP; iPaaS tools and integration frameworks.
Familiarity with SCIM, identity provisioning, and authorization models.
Strong SQL knowledge (MySQL, PostgreSQL) and ability to interpret JSON/XML datasets.
Comfort with shell tools, log interpretation, debugging utilities, and exception trace analysis.

Nice To Haves

Exposure to AWS/Azure/GCP and microservice architectures; coding experience in Ruby, Python, or JavaScript is a plus.

Responsibilities

Act as the primary technical point of contac t for assigned enterprise customers, owning complex technical engagements end-to-end.
Develop deep understanding of customer environments, workflows, integration dependencies, and success criteria.
Provide proactive recommendations, best practices, and architectural guidance to optimize reliability, scalability, and product adoption.
Build strong, trusted relationships with customer engineering, operations, procurement, and IT stakeholders.
Serve as the senior technical resource for your assigned customers, unblocking internal teams and customers through advanced troubleshooting.
Triage, validate, and reproduce issues; partner with Engineering to drive resolution with full context and prioritization signals.
Lead investigations across integrations, identity/SAML, workflow configurations, and backend systems with disciplined root cause analysis.
Provide structured post-incident guidance and prevention strategies.
Establish predictable engagement rhythms with your customers: operational reviews, health checks, roadmap alignment, and integration assessments
Identify opportunities to improve reliability through process changes, configuration enhancements, and knowledge-sharing.
Contribute to scalable frameworks that strengthen how Zip delivers designated support at enterprise scale.
Represent your customers internally, ensuring their needs are understood and prioritized appropriately.
Partner with Product to influence roadmap through insights gained from recurring themes, usage patterns, and system behaviors.
Support Sales, CSM, Onboarding, and TAM teams as a senior technical expert for assigned customers.
Use internal tools, logs, and observability platforms (e.g., Datadog) to analyze configurations, trace failures, and understand system behavior.
Validate integration flows using REST/GraphQL payloads, webhooks, APIs, and ERP/identity platforms.
Identify systemic trends to reduce recurrence and improve overall platform resilience.