zip - Manager, Technical Support
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Requirements
• 7+ years in technical, customer-facing roles with at least 3 years in a people management capacity within Technical Support or a similar function. • Proven experience leading distributed or global teams. • Strong track record partnering with Engineering and Product to resolve complex technical issues. • Experience supporting enterprise-scale customers in SLA-driven environments. • Demonstrated success building scalable processes and improving operational performance. • Exceptional leadership, communication, and stakeholder management skills. • Strong operational mindset with the ability to balance strategy and execution. • Excellent prioritization and decision-making in high-pressure environments. • Ability to translate complex technical concepts for both executive and non-technical audiences. • Fast learner capable of mastering complex architectures, workflows, and integrations. • Advanced understanding of APIs (REST/GraphQL), OAuth, SSO (Okta, Azure AD), webhooks, and integration architectures. • Experience working across ERP systems such as NetSuite, Oracle, or SAP. • Familiarity with SCIM, identity provisioning, and access-control models. • Strong knowledge of SQL and debugging methodologies. • Ability to interpret logs, stack traces, and structured datasets (JSON, XML, CSV). • Exposure to cloud platforms (AWS, Azure, GCP) and microservice architectures is preferred. • Experience with languages such as Ruby, Python, or JavaScript is a plus.
Responsibilities
• Team Leadership & Global Coverage • Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways. • Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals. • Foster a culture of ownership, urgency, technical excellence, and customer advocacy. • Technical Escalation & Issue Resolution • Act as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution. • Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering. • Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution. • Operational Excellence & Process Ownership • Build and scale global escalation pathways from Customer → Product → Engineering. • Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks. • Identify systemic friction points and implement process improvements that enhance predictability and SLA performance. • Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed. • Customer Advocacy & Cross-Functional Partnership • Serve as the voice of the customer, surfacing trends and influencing product roadmap decisions. • Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches. • Step in directly with customers when urgent or highly technical situations require leadership engagement. • Data, Tooling & Continuous Improvement • Utilize observability tools, logs, and analytics platforms (e.g., DataDog) to identify patterns and operational risks. • Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates. • Champion automation and AI-driven support capabilities to scale the organization efficiently.
Benefits
• At Zip, we’re committed to providing our employees with everything they need to do their best work. • 📈 Start-up equity • 🦷 Health, vision & dental coverage • 🌴 Flexible PTO • 💻 Apple equipment plus home office budget • We're looking to hire Zipsters 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!
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