Senior Technical Support Engineer
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Job Description
Senior Technical Support Engineer providing expert-level technical knowledge to support the Customer Team at Zip. Driving engineering resolution for customer issues while collaborating across departments.
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.
Benefits:
- 📈 Start-up equity
- 🦷 Full health, vision & dental coverage
- 🚠 Team building events & happy hours
- 🌴 Flexible PTO
- 💻 Apple equipment plus home office budget
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