Engineer supporting operational readiness across T - Mobile's production network by resolving complex issues. Contributing to network stability, readiness, and the ability to scale support across the organization.
About the role
- Senior Technical Support Engineer providing mission-critical support to customers of Zip's procurement platform. Collaborating across teams to ensure efficient resolution of complex issues.
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.
- Develop clear standards for debugging, ticket handoffs, reproduction steps, and prioritization signals to improve Engineering alignment and SLA predictability.
- Collaborate with Product as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations.
- Work directly with customers when highly technical or urgent issues require senior-level expertise.
- Support Sales, CSM, Onboarding, and TAM functions as a subject-matter expert across procurement workflows, integrations, and system configurations.
- Use internal tools, logs, and observability platforms (e.g., DataDog) to analyze customer configurations, trace failures, and understand system behavior.
- Validate integration flows using REST/GraphQL payloads, webhooks, APIs, and third-party systems.
- Drive improvements by identifying systemic issues from recurring case patterns.
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.
- Proven experience partnering directly with Engineering teams as the conduit between customer-facing teams and R&D.
- Demonstrated success supporting enterprise-scale customers across multiple industries.
- Track record of owning complex problems end-to-end, especially in high-pressure scenarios or SLA-sensitive engagements.
- Exceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholders.
- Strong prioritization, time management, and operational discipline across multiple active issues.
- Fast learner with the ability to quickly master complex architectures, workflows, and integrations.
- Advanced debugging skills with REST APIs, GraphQL, OAuth flows, SSO (Okta, Azure AD), webhooks, and integration payloads.
- Experience with iPaaS tools, custom integration development, and working across ERP systems such as NetSuite, Oracle, or SAP.
- Familiarity with SCIM, identity provisioning flows, and access-control models.
- Strong understanding of OOD principles and experience with SQL (MySQL, PostgreSQL).
- Fluent in interpreting JSON, XML, CSV, and Excel-based datasets.
- Competency with bash/shell, code editors, and common debugging utilities.
- Ability to read and interpret exception stack traces and logs.
- Experience with Ruby, Python, JavaScript, or similar languages is a plus.
Benefits
- Start-up equity
- Full health, vision & dental coverage
- Catered lunches & dinners for SF employees
- Commuter benefit
- Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
- 401k plan
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Technical Support Analyst responsible for onboarding partners and ensuring technical excellence in Digital Cash ecosystem integrations. Collaborating with internal teams and providing advanced API support in São Paulo.
Technical Support Specialist troubleshooting Tier II issues in Autodesk Forma products. Collaborating with Engineering and Product teams for defect validation and customer communication.
Operations Tools & Support Engineer developing and improving production tools for maritime classification and certification at Bureau Veritas. Collaborating in an international environment with tech experts and stakeholders.
Provide support to clients through various communication channels, ensuring smooth operation of software systems. Work with a dynamic team to enhance service delivery.
IT Intern providing technical support to optimize health and safety processes. Engaging in team collaboration and troubleshooting customer queries while maintaining organized documentation in hybrid mode.
Application Support Developer responsible for enhancing and supporting in - house developed applications at Centrica. Engage in customer support, data analysis, and system administration tasks.
Technical Support Engineer providing first - line support for IDEMIA applications in Bucharest. Responsible for troubleshooting technical issues and collaborating with support teams.
Technical Support Manager responsible for IT infrastructure continuity, security, and innovative management. Focusing on problem management in an operational environment.
Service & Support Engineer supporting global customers with broadcast control solutions. Collaborating with regional teams to resolve technical issues in a 24/7 support setup.