Senior Technical Support Engineer

📋 Description

• Serve as final technical escalation point for Support with expert troubleshooting.
• Triage and validate bugs; reproduce issues; route to Engineering with context.
• Partner with Engineering to master Zip’s architecture: workflows and APIs.
• Build scalable escalation pathways from Customer to Product to Engineering.
• Develop standards for debugging, handoffs, and SLA signals.
• Collaborate with Product as voice of the customer; support cross-functional teams.

🎯 Requirements

• 5–6 years in technical, customer-facing role; 2+ years as escalation point.
• Experience partnering with Engineering as conduit between teams; enterprise-scale.
• Strong communication; translate tech concepts for non-technical stakeholders.
• Deep troubleshooting: REST APIs, GraphQL, OAuth, SSO, webhooks; ERP systems (NetSuite, Oracle, SAP); SQL.
• Cloud platforms (AWS/Azure/GCP) and Docker/Kubernetes.
• End-to-end ownership in SLA-sensitive environments; drive improvements.

🎁 Benefits

• Start-up equity
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget