{"id":10621,"url":"https://alion.io/job/zip-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":38131,"name":"ZIP","domain":"zip.com","url":"https://alion.io/company/zip-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":77,"open_postings":16,"ghost_share":0,"stale_share":0.938,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":65000,"max_usd":171000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Canva","optional":false},{"name":"Databricks","optional":false},{"name":"Datadog","optional":false},{"name":"Docker","optional":false},{"name":"GCP","optional":false},{"name":"GraphQL","optional":false},{"name":"JavaScript","optional":false},{"name":"Kubernetes","optional":false},{"name":"MySQL","optional":false},{"name":"Notion","optional":false},{"name":"Okta","optional":false},{"name":"OpenAI","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Ruby","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-06-25T17:22:45Z","employer_posted_date":"2026-06-25","last_verified_at":"2026-10-25T09:15:21Z","board_verified":true,"closed_at":null,"days_open":121,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":121},"description":"About Zip\nZip 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.\nThe 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.\nBacked 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.\nYour Role\nAs 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.\nYou 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.\nIn 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.\nYour impact will scale as Zip grows: every improvement you introduce strengthens the technical foundation of our entire Customer organization.\nYou will\nTechnical Escalation & Issue Resolution\nServe as the final technical escalation point for Support, unblocking TSEs, CSMs, and onboarding teams with expert-level troubleshooting.\n\nTriage and validate bugs, perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering with complete context.\n\nPartner directly with Engineering to master Zip’s architecture, including workflow nodes, task engines, integrations, and API layers.\n\nOperational Excellence & Process Ownership\nIdentify, build, and maintain scalable escalation pathways from Customer → Product → Engineering.\n\nStrengthen internal triage processes by closing knowledge gaps, improving documentation, and optimizing tooling and workflows.\n\nDevelop clear standards for debugging, ticket handoffs, reproduction steps, and prioritization signals to improve Engineering alignment and SLA predictability.\n\nCustomer Advocacy & Cross-Functional Partnership\nCollaborate with Product as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations.\n\nWork directly with customers when highly technical or urgent issues require senior-level expertise.\n\nSupport Sales, CSM, Onboarding, and TAM functions as a subject-matter expert across procurement workflows, integrations, and system configurations.\n\nData & Tooling\nUse internal tools, logs, and observability platforms (e.g., DataDog) to analyze customer configurations, trace failures, and understand system behavior.\n\nValidate integration flows using REST/GraphQL payloads, webhooks, APIs, and third-party systems.\n\nDrive improvements by identifying systemic issues from recurring case patterns.\n\nQualifications\n5-6 years in a technical, customer-facing role, with at least 2 years serving as an escalation point or senior technical leader within Support.\n\nProven experience partnering directly with Engineering teams as the conduit between customer-facing teams and R&D.\n\nDemonstrated success supporting enterprise-scale customers across multiple industries.\n\nTrack record of owning complex problems end-to-end, especially in high-pressure scenarios or SLA-sensitive engagements.\n\nCore Skills\nExceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholders.\n\nStrong prioritization, time management, and operational discipline across multiple active issues.\n\nFast learner with the ability to quickly master complex architectures, workflows, and integrations.\n\nTechnical Skills\nAdvanced debugging skills with REST APIs, GraphQL, OAuth flows, SSO (Okta, Azure AD), webhooks, and integration payloads.\n\nExperience with iPaaS tools, custom integration development, and working across ERP systems such as NetSuite, Oracle, or SAP.\n\nFamiliarity with SCIM, identity provisioning flows, and access-control models.\n\nStrong understanding of OOD principles and experience with SQL (MySQL, PostgreSQL).\n\nFluent in interpreting JSON, XML, CSV, and Excel-based datasets.\n\nCompetency with bash/shell, code editors, and common debugging utilities.\n\nAbility to read and interpret exception stack traces and logs.\n\nExposure to cloud platforms (AWS, Azure, or GCP) and, ideally, containerized/microservice architectures (Docker, Kubernetes).\n\nExperience with Ruby, Python, JavaScript, or similar languages is a plus.\n\nPerks & Benefits\nAt Zip, we’re committed to providing our employees with everything they need to do their best work.\nStart-up equity\n\nTeam building events & happy hours\n\nFlexible PTO\n\nApple equipment plus home office budget\n\nWe'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!","description_format":"text","description_chars":6227,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Home office"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Agents","Procurement & Spend Management"],"lifecycle":[{"event":"open","at":"2026-06-25T17:22:45Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.459,"p_room":0.28,"age_days":121,"expected_fill_days":54,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/zip-senior-technical-support-engineer","json_url":"https://alion.io/job/zip-senior-technical-support-engineer.json","meta":{"generated_at":"2026-10-25T11:16:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16290,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38131},"rest":"https://alion.io/mcp/rest/get_company?id=38131"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzip-senior-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzip-senior-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzip-senior-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zip-senior-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzip-senior-technical-support-engineer"}]}