Senior Technical Support Engineer

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.

Responsibilities

• Serve as the final technical escalation point for Support, unblocking TSEs, CSMs, and onboarding teams
• Triage and validate bugs, perform deep-dive investigations, and reproduce issues for Engineering
• Identify, build, and maintain scalable escalation pathways from Customer to Product and Engineering
• Collaborate with Product as the voice of the customer to influence roadmap decisions
• Use internal tools, logs, and observability platforms like DataDog to analyze customer configurations and trace failures
• Validate integration flows using REST/GraphQL payloads, webhooks, APIs, and third-party systems

Requirements

• 5–6 years in a technical, customer-facing role
• At least 2 years serving as an escalation point or senior technical leader within Support
• Proven experience partnering directly with Engineering teams
• Advanced debugging skills with REST APIs, GraphQL, OAuth flows, SSO (Okta, Azure AD), and webhooks
• Experience with ERP systems such as NetSuite, Oracle, or SAP
• Strong understanding of OOD principles and experience with SQL (MySQL, PostgreSQL)
• Proficiency in interpreting JSON, XML, CSV, and Excel-based datasets
• Competency with bash/shell and ability to interpret exception stack traces and logs
• Exposure to cloud platforms (AWS, Azure, or GCP) and containerized architectures

Preferred Qualifications

• Experience with Ruby, Python, or JavaScript
• Familiarity with SCIM and identity provisioning flows
• Experience with iPaaS tools and custom integration development

Benefits

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