Senior Technical Support Engineer

Zip
Sydney
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 5-6 yearsSkills: ["Communication","Problem-solving","Time management","Prioritization","Fast learner","Customer focus"]

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.

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FursaFursa
Zip
Zip
2 months ago

Senior Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 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
WebsiteLinkedIn