Responsibilities
- 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.
- 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.
- 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.
- 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.
Benefits
- Start-up equity
- Full health, vision & dental coverage
- Commuter benefit
- Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
Additional Information
- This role will be supporting our Israeli customers.
