Zip

Senior Technical Support Engineer

Hybrid

Part remote, part office, you need to live within commuting distance of a named location.

Hybrid · Australia

Employer listed it 3 months ago · Found 5h ago

Been open since 3 months ago. Long-running listings are sometimes left up after the role is filled.

Salary

Not stated

Location

Hybrid · Australia

Timezone

APAC

Contract

Full-time

Experience

Senior

Remote flexibility

Hybrid

This role is only partly remote, the employer expects time in the office around Australia, Hybrid, so you need to live within commuting distance.

What the employer says

Source listing states candidate location: "Australia, Hybrid"
Listing mentions "Hybrid"

What Nomaders makes of it

Not suitable if you plan to move between countries

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

About the role

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.

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.

Requirements

·5–6 years in a technical, customer-facing role, with at least 2 years serving as an escalation point or senior technical leader within Support.
·Proven experience partnering directly with Engineering teams as the conduit between customer-facing teams and R&D.
·Demonstrated success supporting enterprise-scale customers across multiple industries.
·Track record of owning complex problems end-to-end, especially in high-pressure scenarios or SLA-sensitive engagements.
·Exceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholders.

Benefits

·At Zip, we’re committed to providing our employees with everything they need to do their best work.
·📈 Start-up equity
·🚠 Team building events & happy hours
·💻 Apple equipment plus home office budget

How to apply

1Check the flexibility label above, hybrid, matches where you plan to live and work.
2Tailor your CV to the role at Zip, mentioning your remote working experience and working hours (APAC).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 6h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.