Zip · 21 hours ago
Designated Support Engineer
United States
Full-time
Remote
Mid, Senior Level
$110K/yr - $140K/yr
7+ years expZip is a procurement platform company that simplifies the purchasing process for enterprises. The Designated Support Engineer will lead the US Technical Support team, ensuring excellent support for customers while collaborating with global teams and improving operational processes.
ComplianceEnterprise Resource Planning (ERP)FinanceInformation TechnologyProcurementSoftware
Responsibilities
Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways
Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 (or follow-the-sun) support coverage
Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals
Foster a culture of ownership, urgency, technical excellence, and customer advocacy
Act as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution
Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering
Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution
Build and scale global escalation pathways from Customer → Product → Engineering
Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks
Identify systemic friction points and implement process improvements that enhance predictability and SLA performance
Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed
Serve as the voice of the customer, surfacing trends and influencing product roadmap decisions
Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches
Step in directly with customers when urgent or highly technical situations require leadership engagement
Utilize observability tools, logs, and analytics platforms (e.g., DataDog) to identify patterns and operational risks
Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates
Champion automation and AI-driven support capabilities to scale the organization efficiently
Qualification
Required
7+ years in technical, customer-facing roles with at least 3 years in a people management capacity within Technical Support or a similar function
Proven experience leading distributed or global teams
Strong track record partnering with Engineering and Product to resolve complex technical issues
Experience supporting enterprise-scale customers in SLA-driven environments
Demonstrated success building scalable processes and improving operational performance
Exceptional leadership, communication, and stakeholder management skills
Strong operational mindset with the ability to balance strategy and execution
Excellent prioritization and decision-making in high-pressure environments
Ability to translate complex technical concepts for both executive and non-technical audiences
Fast learner capable of mastering complex architectures, workflows, and integrations
Advanced understanding of APIs (REST/GraphQL), OAuth, SSO (Okta, Azure AD), webhooks, and integration architectures
Experience working across ERP systems such as NetSuite, Oracle, or SAP
Familiarity with SCIM, identity provisioning, and access-control models
Strong knowledge of SQL and debugging methodologies
Ability to interpret logs, stack traces, and structured datasets (JSON, XML, CSV)
Preferred
Exposure to cloud platforms (AWS, Azure, GCP) and microservice architectures
Experience with languages such as Ruby, Python, or JavaScript
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 + 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.
501-1000 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 & CTO
Recent News
2026-01-16
Digital Commerce 360
2025-12-30
Company data provided by crunchbase