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Senior Technical Support Engineer

Zip· Customer Support
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Hybrid (Australia)Full-timePosted 3mo ago

About the role

Senior Technical Support Engineer (TSE) on the Customer team, serving as the highest internal technical escalation point with deep product mastery to diagnose complex issues across Zip’s integrations, workflows, and customer environments. Acts as the connective tissue between Support, Product, and Engineering, driving operational rigor and scalable escalation processes to support marquee customers and strengthen the technical foundation of the Customer organization.

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 escalation patterns.
  • Work directly with customers on highly technical or urgent issues requiring 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.

Qualifications

  • 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

Required:Technical escalation and troubleshootingCross-functional collaborationBug triage & root cause analysis

Benefits

  • Start-up equity
  • Team building events & happy hours
  • Flexible PTO
  • Apple equipment plus home office budget
Last updated Jul 15, 2026. Interested? Apply on the company site.
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About Zip

The future of B2B spend

b2bprocurement
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