Zip · 1 day ago
Senior Technical Support Engineer
San Francisco, CA
Full-time
Hybrid
Mid, Senior Level
$110K/yr - $130K/yr
5+ years expZip is a procurement platform company that simplifies the purchasing process for enterprises, serving major clients like OpenAI and Coinbase. As a Senior Technical Support Engineer, you will ensure customers receive high-quality technical support, acting as the final escalation point for complex issues while collaborating closely with various teams to improve processes and customer experiences.
ComplianceEnterprise Resource Planning (ERP)FinanceInformation TechnologyProcurementSoftware
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
Qualification
Required
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
Exceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholders
Strong prioritization, time management, and operational discipline across multiple active issues
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 and 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
Preferred
Experience with Ruby, Python, JavaScript, or similar languages is a plus
Benefits
Start-up equity
Full health, vision & dental coverage
Catered lunches & dinners for SF employees
Commuter benefit
Team building events & happy hours
Flexible PTO
Apple equipment plus home office budget
401k plan
Company
Zip
Zip is an intake and procurement orchestration platform that enables users to initiate purchase requests across the enterprise.
201-500 employees
H1B Sponsorship
Zip has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (9)
2023 (4)
2022 (4)
Funding
Current Stage
Late StageTotal Funding
$371.32MKey Investors
BondY CombinatorY Combinator Continuity Fund
2024-10-21Series D· $190M
2023-05-15Series C· $100M
2022-05-25Series B· $43.3M
Leadership Team
Rujul Zaparde
Co-Founder & CEO
L
Lu Cheng
Co-Founder and CTO
Recent News
Digital Commerce 360
2025-12-30
Payments Dive
2025-12-20
Company data provided by crunchbase