Senior Technical Support Engineer

The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses.

Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.

We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!

* This is a hybrid role in our San Francisco office 3 days per week.

As a Senior Technical Support Engineer (TSE) on the Customer team, you play a mission-critical role in ensuring our customers receive fast, accurate, and technically excellent support. You serve as the highest internal technical escalation point
, combining deep product mastery with a strong ability to diagnose complex issues across integrations, workflows, and customer environments.

You are the connective tissue between Support, Product, and Engineering, ensuring issues are surfaced with clear repro steps, impact assessments, and prioritization signals. You lead with operational rigour—improving processes, eliminating inefficiencies, and strengthening the pathways from customer-reported issues to engineering resolution.

In this role, you’ll become an expert across Zip’s rapidly expanding ecosystem—Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our broader workflow engine—while directly supporting marquee customers including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.

Your impact will scale as Zip grows: every improvement you introduce strengthens the technical foundation of our entire Customer organization.

• 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., Data Dog) to analyze customer configurations, trace failures, and understand system behavior.

• Validate integration flows using REST/Graph
  
  QL payloads, webhooks, APIs, and third-party systems.

• Drive improvements by identifying systemic issues from recurring case patterns.

• 5–6 years in a technical, customer-facing role, with at least 2 years serving as an…