Senior Technical Support Engineer

Zip; Toronto; On-site; CAD 65,000 - 78,000; Full time

Job summary

A leading company is seeking a Senior Technical Support Engineer to bridge the gap between Engineering and Customer Teams. The role involves resolving technical issues, identifying process gaps, and enhancing internal communications. Ideal candidates have extensive experience in customer-facing roles and a solid grasp of technical concepts, including debugging APIs. Join a fast-growing team dedicated to innovation.

Benefits

Start-up equity

Health, vision & dental coverage

Catered lunches & dinners

Flexible PTO

Qualifications

• 5-6 years in a customer-facing role with 2+ years as an escalation point.
• Experience with engineering teams as a liaison.

Responsibilities

• Serve as the final internal technical escalation point for customer issues.
• Triage bugs and issues reported by the Customer Team.

Skills

Debugging RESTful APIs

Communication

Problem Solving

Prioritization

Tools

DataDog

iPaaS Solutions

SSO technologies

Job description

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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!

Your Role

As a Senior Technical Support Engineer on the Customer Team at Zip, you will provide expert-level technical knowledge to the rest of the team and serve as an essential conduit between Engineering and the wider customer team. You’ll work directly with engineering to master the product while simultaneously jumping in on customer support tickets and calls to resolve any technical escalations.

You'll also build out processes for how the rest of the company interacts with product and engineering, driving a seamless and scalable pathway from customer issues to engineering resolution.

As every business needs our type of product, you’ll work with various new clients and industries as Zip scales. We’re working with exciting customers, including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.

You Will

• Serve as the final internal technical escalation point for any customer issues, supporting our Customer team.
• Triage bugs and issues as reported by the Customer Team, either by resolving them yourself or ensuring a successful hand-off to engineering.
• Work directly with Engineering and our Customer Team to become an expert on Zip's functional and technical aspects.
• Identify and own any process gaps in the Customer Team to Engineering escalation process.
• Identify and own any knowledge gaps related to any relevant product areas
• Work directly with customers to resolve any technical issues
• Use internal tooling to investigate data and customer configurations
• Partner with Product, representing the voice of the customer to help drive the Product Roadmap
• Serve as a product-matter expert to support cross-functional teams
  
  
  

Qualifications

• 5-6 years in a customer-facing role, with at least two of them working as an escalation point, enabling internal team members.
• Experience working cross-functionally with engineering teams as the conduit between customer-facing and engineering teams.
• Excellent verbal and written communication skills.
• A passion for solving customer problems – Even if you’re not always working directly with them
• Basic knowledge of Financial/Accounting terminology / practices
• Demonstrated ability to learn complex technologies and software quickly
• Ability to prioritize and accomplish multiple tasks
• Be able to investigate technical issues using logs (i.e. DataDog)
• Demonstrated ownership over problems and ability to deliver for a customer, even when the going gets tough
• Experience helping scale an Enterprise SaaS product
  
  
  

Technical Skills

• Expertise in debugging RESTful APIs, GraphQL payloads, and webhooks
• Hands-on experience with Single Sign-On (SSO) technologies, including Okta and Azure Active Directory
• Familiarity with iPaas Solutions
• Familiarity with major ERP solutions(Netsuite, Oracle, SAP)
• Solid understanding of Object-Oriented Design (OOD) principles
• Proficient in working with JSON, XML data formats
• Familiarity with SCIM (System for Cross-domain Identity Management) standards
• Experience developing custom integrations and solutions using iPaaS platforms
• Strong ability to interpret and troubleshoot using exception stack traces
  
  
  

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• Start-up equity
• Health, vision & dental coverage
• ️ Catered lunches & dinners for TO employees
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget
  
  
  

We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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