Zip

4 weeks ago

Senior Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Senior Technical Support Engineer (TSE) on the Customer team serves as the highest internal escalation point, diagnosing complex issues across integrations, workflows, and customer environments. You bridge Support, Product, and Engineering, drive operational excellence, and own scalable escalation pathways from Customer to Product to Engineering, supporting marquee customers and shaping Zip’s technical foundation.

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key 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.

Pay and Benefits

Equity and Bonus:Equity

Perks:Start-up EquityPaid LeaveHome OfficeEquipment Budget

Key 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.

Experience:5-6 yearsEnterprise softwareSaaSERPCloudAPIs

Skills:CommunicationProblem-solvingTime managementPrioritizationFast learnerCustomer focus

Languages:English

Tech Stack:RESTGraphQLOAuthSSOOktaAzure ADWebhooksDataDogIPaaSNetSuiteOracleSAPSCIMSQLMySQLPostgreSQLJSONXMLCSVExcel

Company Brief

Zip

Provides buy-now-pay-later (BNPL) and digital payment solutions for consumers and merchants across multiple markets, enabling flexible payments, consumer credit, and merchant financing services.

Industry: Lending

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Sydney, Australia

Founded: 2013

Website LinkedIn

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