Zip Co5 followers7 jobs

Senior Technical Support Engineer

SeniorFull-timeHybridAustraliaPosted 4 days agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The Senior Technical Support Engineer (TSE) at Zip plays a vital role in delivering fast, accurate, and technically excellent support to customers. This position is crucial for ensuring seamless communication between Support, Product, and Engineering teams, ultimately enhancing the customer experience. Zip values operational excellence and encourages team members to innovate and improve processes as the company grows.

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You'll be responsible for

🚀

Serving as the final technical escalation point

Unblocking Technical Support Engineers, Customer Success Managers, and onboarding teams with expert-level troubleshooting.
🔍

Triage and validate bugs

Perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering.
🤝

Collaborating with Product

Acting as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations.

Key criteria

🔧

Technical escalation experience

5+ years in a technical, customer-facing role with escalation responsibilities.

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🤝

Collaboration with engineering

Proven experience partnering with Engineering teams to resolve issues.

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📊

Advanced debugging skills

Experience with REST APIs, GraphQL, and integration payloads.

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A meaningful career starts with a match

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5 criteria for this job
Technical escalation experience
5+ years in a technical, customer-facing role with escalation responsibilities.

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Collaboration with engineering
Proven experience partnering with Engineering teams to resolve issues.

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Advanced debugging skills
Experience with REST APIs, GraphQL, and integration payloads.

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Strong communication skills
Exceptional ability to simplify complex concepts for diverse audiences.

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Operational discipline
Demonstrated success managing multiple high-pressure issues simultaneously.

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