Senior Technical Support Engineer

Zip•San Francisco, CA

About The Position

Here at Zip, we're reimagining how modern businesses function in the age of AI. 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 co-founders started Zip in 2020 to address this seemingly universal problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 5 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 JPMorgan Chase 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 We’re looking for our first Senior Technical Support Engineer! You’ll be on the Customer Team at Zip, providing expert-level technical knowledge to the rest of the team and serving as an essential conduit between Engineering and the wider customer team. You’ll work directly with engineering to master the product while simultaneously jumping in on customer support tickets and calls to resolve any technical escalations. You'll also build out processes for how the rest of the company interacts with product and engineering, driving a seamless and scalable pathway from customer issues to engineering resolution. As every business needs our type of product, you’ll work with various new clients and industries as Zip scales. We’re working with exciting customers, including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.

Requirements

5-6 years in a customer-facing role, with at least two of them working as an escalation point, enabling internal team members.
Experience working cross-functionally with engineering teams as the conduit between customer-facing and engineering teams.
Excellent verbal and written communication skills.
A passion for solving customer problems – Even if you’re not always working directly with them
Demonstrated ability to learn complex technologies and software quickly
Ability to prioritize and accomplish multiple tasks
Willingness to get your hands dirty at an early-stage company
Demonstrated ownership over problems and ability to deliver for a customer, even when the going gets tough
Some coding/data chops. You don’t need to have written code in a previous role, but you should be able to parse through large data sets and have an understanding of REST APIs.

Nice To Haves

SQL Proficiency
Familiarity with iPaas Solutions
Familiarity with major ERP solutions(Netsuite, Oracle, SAP)
Experience helping scale an Enterprise SaaS product

Responsibilities

Serve as the final internal technical escalation point for any customer issues, supporting our Customer team.
Triage bugs and issues as reported by the Customer Team, either by resolving them yourself or ensuring a successful hand-off to engineering.
Work directly with Engineering and our Customer Team to become an expert on Zip's functional and technical aspects.
Identify and own any process gaps in the Customer Team to Engineering escalation process.
Identify and own any knowledge gaps related to any relevant product areas
Work directly with customers to resolve any technical issues
Use internal tooling to investigate data and customer configurations
Partner with Product, representing the voice of the customer to help drive the Product Roadmap
Serve as a product-matter expert to support cross-functional teams