Your Role

We’re looking for a Support Engineer to join our rapidly growing team. You’ll be supporting our customers, providing expert-level technical knowledge to resolve customer issues, and guidance on the advanced usage of the product. You’ll be doing everything from answering basic customer questions to taking deep dives into data to resolve customer issues. You’ll work closely with Engineering to facilitate end-to-end resolution of customer issues and help represent the voice of the customer to the Product team.

As every business needs our type of product, you’ll work with a variety of new clients and industries as Zip scales. We’re working with exciting customers including Coinbase, Snowflake, Notion, Canva, Samsara, and  Databricks.

You Will

• Become a subject matter expert on all things Zip, with deep product knowledge
• Serve as a technical expert to explain complex issues to a non-technical audience
• Work with engineering to troubleshoot and resolve customer issues
• Use internal tooling to investigate data, logs and integrations.
• Partner with Product, representing the voice of the customer to help drive the Product Roadmap
• Partner with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectively
• Use broad product expertise and understanding of our customer base to increase product adoption
• Proactively identify opportunities to improve how we work, both in Customer Support and overall at Zip

Qualifications

• Basic understanding of Programming knowledge, or experience dealing with reading data to troubleshoot customer issues.
• 1+ years of experience in a Technical Support engineering role, providing some sort of live-chat experience
• Prior experience with API’s
• Excellent verbal and written communication skills
• Experience troubleshooting integrations and web applications for customers
• A real passion for working with customers
• Demonstrated ability to quickly learn complex technologies and software
• Growth mindset – an eagerness to learn, and approaches change with optimism and resilience
• Willingness to get your hands dirty at an early stage company that candidly, works a lot of long days

Nice to Haves

• Experience with modern support software (Intercom/Zendesk)
• Experience building project with code
• Experience with operational automation software (Zapier)

The salary range for this role is $60,000-$90,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• 📈 Start-up equity
• 🦷 Full health, vision & dental coverage
• 🚠 Team building events & happy hours
• 🌴 Flexible PTO
• 💻 Apple equipment plus home office budget
• 💸 401k plan

We’re looking to hire Zippers 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!