Senior Technical Support Engineer

ABOUT ZIP 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. The world’s most influential enterprises trust Zip, including T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more. Together they’ve saved over $8 billion and processed over $500 billion in spend. Zip’s team includes product leaders from Apple, Airbnb, and Meta, as well as former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA. Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million, most recently at a $2.2 billion valuation and has been recognized by Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups. YOUR ROLE 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 rigor—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. Please note this role will be supporting our Israeli customers. YOU WILL TECHNICAL ESCALATION & ISSUE RESOLUTION - 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. OPERATIONAL EXCELLENCE & PROCESS OWNERSHIP - 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. CUSTOMER ADVOCACY & CROSS-FUNCTIONAL PARTNERSHIP - 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. DATA & TOOLING - 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 te