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About the Role

As a Senior Technical Support Engineer (TSE) on the Customer team, you will ensure customers receive fast, accurate, and technically excellent support. You will serve as the highest internal technical escalation point, combining deep product mastery with strong diagnostic abilities for complex issues across integrations, workflows, and customer environments. You will act as the connective tissue between Support, Product, and Engineering, ensuring issues are surfaced with clear repro steps, impact assessments, and prioritization signals. You will lead with operational rigor, improving processes, eliminating inefficiencies, and strengthening pathways from customer-reported issues to engineering resolution. In this role, you will become an expert across Zip’s ecosystem, including Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our broader workflow engine, while directly supporting marquee customers.

Responsibilities

Serve as the final technical escalation point for Support, unblocking TSEs, CSMs, and onboarding teams with expert-level troubleshooting.
Triage and validate bugs, perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering with complete context.
Partner directly with Engineering to master Zip’s architecture, including workflow nodes, task engines, integrations, and API layers.
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 to improve Engineering alignment and SLA predictability.
Collaborate with Product as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations.
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 across procurement workflows, integrations, and system configurations.
Use internal tools, logs, and observability platforms (e.g., DataDog) 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.

Requirements

5–6 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.
Demonstrated success supporting enterprise-scale customers across multiple industries.
Track record of owning complex problems end-to-end, especially in high-pressure scenarios or SLA-sensitive engagements.

Skills

Exceptional written and verbal communication
Ability to simplify complex technical concepts for non-technical stakeholders
Strong prioritization, time management, and operational discipline
Fast learner with the ability to quickly master complex architectures, workflows, and integrations
Advanced debugging skills with REST APIs, GraphQL, OAuth flows, SSO (Okta, Azure AD), 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
Experience with SQL (MySQL, PostgreSQL)
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 (AWS, Azure, or GCP)
Experience with containerized/microservice architectures (Docker, Kubernetes)
Experience with Ruby, Python, JavaScript, or similar languages is a plus

Experience Level

Senior

Benefits

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

About the Company

Zip is the AI platform for enterprise procurement — built for humans and agents working together.
By orchestrating procurement across teams, tools, and suppliers with the help of AI agents, companies can secure the resources they need to innovate faster than ever before.
The world’s most influential enterprises trust Zip, including T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more.
Together they’ve saved over $8 billion and processed over $500 billion in spend.
Zip’s team includes product leaders from Apple, Airbnb, and Meta, as well as former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA.
Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million, most recently at a $2.2 billion valuation and has been recognized by Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.

Equal Opportunity

We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong.