• Monitor and respond to alerts and events from various tools, jobs, applications, and platforms • Work with internal and external service providers to resolve issues and maintain operations

• Lead and provide hands-on support for IT help desk and desktop operations, ensuring timely resolution of incidents and requests. • Serve as the primary escalation point for complex technical issues across Windows, MacOS, iOS, Microsoft 365, and core business applications. • Supervise and mentor support staff; set expectations for response, resolution, and customer satisfaction. • Manage ticketing workflows, ensuring SLAs and response times are consistently achieved. • Partner with IT leadership to refine policies, procedures, and security best practices. • Support onboarding/offboarding processes, including account provisioning, hardware configuration, and application access. • Maintain accurate asset inventory and ensure systems remain compliant with IT standards. • Coordinate with external vendors and Managed Service Providers as needed to resolve issues and support business continuity. • Provide clear, proactive communication to end users and stakeholders regarding IT issues and resolutions.

• 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.

• Isolate, troubleshoot, and resolve customer issues to a satisfactory outcome. • Guide customers on best practices for setup/configuration to achieve desired results. • Analyze legacy practices/data and configure appropriately in new environments. • Conduct customer reviews prior to release to confirm acceptance of data/configuration. • Maintain accurate activity records and timely updates for reporting and (where applicable) billing. • Improve and contribute to knowledge articles and support processes (including ServiceNow incident management enhancements). • Manage escalations, defect/problem resolution, and ensure crisp handoffs across teams (Incident Managers, Engineers, Account Management). • Act as a trusted ambassador in customer interactions; collaborate with partners and internal workgroups.