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. • The salary range for this role is $110,000- $140,000per year. 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
Responsibilities
• As a Manager, Technical Support (US) on the Customer team, you play a mission-critical leadership role in ensuring our customers receive fast, accurate, and technically excellent support. You will oversee the US Technical Support organization while sharing leadership responsibility for our Philippines-based team, driving global coverage, operational rigor, and service excellence. • You will serve as a strategic connector between Support, Product, and Engineering, ensuring escalations are handled efficiently, systemic issues are identified early, and customers receive a consistently high-quality experience regardless of region. • In this role, you’ll develop deep expertise across Zip’s rapidly expanding ecosystem: Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our broader workflow engine, while supporting marquee customers including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks. • Your impact will scale with Zip’s growth: every process you improve strengthens the technical foundation of our global Customer organization. • TEAM LEADERSHIP & GLOBAL COVERAGE • Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways. • Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 (or follow-the-sun) support coverage. • 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 everything they need to do their best work. • 📈 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 + home office budget • We’re looking for Zipsters who take ownership, communicate openly, have an underdog mindset, and want to accelerate innovation for every business in the world. If you’re excited by this mission—even if your experience doesn’t perfectly match—please apply. We are committed to building a diverse, inclusive workplace where everyone belongs.