Senior Technical Support Engineer

ABOUT ZIP

Zip 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.

The 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.

Backed 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.

*This is a hybrid role in our Toronto office 3 days per week.

YOUR ROLE

As 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.

You 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 rigour—improving processes, eliminating inefficiencies, and strengthening the pathways from customer-reported issues to engineering resolution.

In 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, ...