Senior Technical Support Engineer

Zip is a company that reimagines how modern businesses function in the age of AI. They are seeking a Senior Technical Support Engineer to provide expert-level technical knowledge and serve as a critical link between Engineering and the Customer Team, while also building processes to enhance customer interactions with the product and engineering teams.

Responsibilities:

• 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

Requirements:

• 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
• Demonstrated ability to learn complex technologies and software quickly
• Ability to prioritize and accomplish multiple tasks
• Willingness to get your hands dirty at an early-stage company
• Demonstrated ownership over problems and ability to deliver for a customer, even when the going gets tough
• Some coding/data chops. You don't need to have written code in a previous role, but you should be able to parse through large data sets and have an understanding of REST APIs
• SQL Proficiency
• Familiarity with iPaas Solutions
• Familiarity with major ERP solutions(Netsuite, Oracle, SAP)
• Experience helping scale an Enterprise SaaS product