Manager, Technical Support

Manager, Technical Support

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.

As a Manager, Technical Support 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 part of the 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.

Qualifications

• 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.

Core Skills

• 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.

Technical Skills

• 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.

Perks & 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!