Senior Technical Support Engineer

New

Skills

bug triaging customer support documentation improvement enterprise-scale experience GraphQL OAuth REST APIs SSO troubleshooting webhooks

As a Senior Technical Support Engineer, you will serve as the final technical escalation point for support, specializing in expert troubleshooting. You will be responsible for triaging bugs, reproducing issues, and routing them with complete context. This role requires close partnership with Engineering to master Zip's architecture and APIs while improving escalation pathways and documentation for SLA clarity.

Key Responsibilities
  • Act as the final escalation point for technical support issues.
  • Triage bugs and reproduce issues with thorough documentation.
  • Collaborate with Engineering to understand and master Zip's architecture and APIs.
  • Enhance escalation pathways and documentation for clarity in Service Level Agreements (SLAs).
  • Align efforts between Support, Product, and Engineering teams.
  • Support high-profile customers such as Coinbase, Snowflake, and Notion.
  • Own complex problems from start to finish within SLA contexts.
Required Skills & Qualifications
  • 5–10 years of experience in a technical, customer-facing role.
  • 2+ years of experience as an escalation lead.
  • Experience with REST APIs, GraphQL, OAuth, SSO, and webhooks.
  • Strong communication skills.
  • Ability to work 3 weekdays and 2 weekend days.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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