Zip

Senior Support Engineer

Australia, Remote. Posted 2 days ago

The role

You will serve as the highest internal technical escalation point for the Customer team. You will diagnose complex issues across integrations, workflows, and customer environments while partnering with Product and Engineering.

What you will do

  • Serve as the final technical escalation point for Support.
  • Triage and validate bugs and perform deep-dive investigations.
  • Partner with Engineering to master Zip's architecture.
  • Identify, build, and maintain scalable escalation pathways.
  • Strengthen internal triage processes and documentation.
  • Develop standards for debugging and ticket handoffs.
  • Collaborate with Product to influence roadmap decisions.
  • Work directly with customers on highly technical or urgent issues.
  • Support Sales, CSM, Onboarding, and TAM functions.
  • Use internal tools, logs, and observability platforms to analyze configurations.

Required qualifications

  • 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.
  • Demonstrated success supporting enterprise-scale customers.
  • Track record of owning complex problems end-to-end.
  • Exceptional written and verbal communication.
  • Strong prioritization, time management, and operational discipline.
  • 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).

Nice to have

  • Experience with Ruby, Python, JavaScript, or similar languages

Benefits

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

About the company

Zip is the AI platform for enterprise procurement. The company is backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator.