Senior Technical Support Engineer

Company: ZipHQ, Inc.
Location: San Francisco
Posted on: January 23, 2025

Job Description:

Our co-founders started Zip in 2020 to address this seemingly intractable problem with a purpose-built platform that provides a simple, consumer-grade user experience. Within just a few short years, Zip created the procurement orchestration category and developed the leading solution in this $50B+ TAM space. Today, leading companies like Instacart, Anthropic, Sephora, Discover, Reddit, and Lyft rely on Zip to manage billions of dollars in spend.We're a fast-growing team that helped scale category-defining companies like Airbnb, Meta, Salesforce, Databricks, Ramp, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, 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 RoleWe're looking for our first Senior Technical Support Engineer! You'll be on the Customer Team at Zip, providing expert-level technical knowledge to the rest of the team and serving 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 teamsQualifications
  • 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.Nice to Haves
    • SQL Proficiency
    • Familiarity with iPaas Solutions
    • Familiarity with major ERP solutions(Netsuite, Oracle, SAP)
    • Experience helping scale an Enterprise SaaS productThe salary range for this role is $90,000 - $120,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.Perks & BenefitsAt Zip, we're committed to providing our employees with everything they need to do their best work.
      • Start-up equity
      • Full health, vision & dental coverage
      • Team building events & happy hours
      • Flexible PTO
      • Apple equipment plus home office budgetWe'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!
        #J-18808-Ljbffr

Keywords: ZipHQ, Inc., Santa Rosa , Senior Technical Support Engineer, Engineering , San Francisco, California