Customer Success Engineer

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May 8

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Zipline

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For far too long, retail brands have struggled with disconnects between headquarters and frontline teams. In fact, only 29% of HQ directives are executed correctly by stores. All these disconnects impact customer experience, sales, and brand sentiment. Zipline overcomes this by giving everyone a way to “see more, connect more, do more.” That’s why so many of the world’s leading brands rely on Zipline to achieve next-day store execution rates of over 90% across their fleet. With an NPS score of 90 and the highest adoption rates in the industry, Zipline isn’t just store operations’ most loved product; it’s also the favorite of store teams.

51 - 200 employees

📋 Description

• Support our frontline Customer Support (Tier 1 and 2) team and Account managers with technical solutions to customer issues that get escalated due to level of complexity or customization of requests. • Take the lead on identifying and escalating issues across multiple business units within the Retail Zipline organization (e.g. Account Management, Customer Success, Engineering, Product Management, etc.) • Provide solutions to customer issues by developing custom scripts (in Ruby) and processes to ensure data integrity. • Proactively take on challenges, research information, troubleshoot problems, and creatively deliver results that scale. • You’ll also be expected to write clean, modular code that’s maintainable over time — including thoughtful architecture, consistent structure, and basic test coverage. • We value sound design decisions and attention to code quality, especially when building tools that others will rely on. • Help create and maintain internal documentation and knowledge repositories • Develop troubleshooting tips and tools to use in the diagnosis • Identify manual repetitive tasks and processes that can be automated

🎯 Requirements

• 1-3 years of professional work experience or equivalent working with Ruby on Rails, Web Services, API (RESTful), and IP based protocols • 1-3 years of professional work experience or equivalent working with PostgreSQL/MySQL, or similar database systems • 1-3 years of professional work experience or equivalent working with large scale Ruby on Rails applications • 1-3 years experience working with different operating systems including Windows and Mac OS (specifically linux/bash) • Experience writing clean, readable, and well-structured code • Awareness of basic architectural patterns (e.g., modular design, separation of concerns) • Some exposure to writing tests or validating your own code • Strong troubleshooting/debugging skills and a real passion for problem-solving • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution • Incredibly organized, detail-oriented and able to prioritize tasks, with exceptional critical-thinking and troubleshooting skills. • 1-3 years of professional work experience or equivalent working with systems architecture, database design, and the Ruby language.

🏖️ Benefits

• World-class medical, dental, and vision policies. • Team Connection: Annual company off-sites in fun locations. • Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice. • Learning: We support continuous learning and provide unlimited access to our Udemy Business account. • Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact.