Customer Success Engineer

Zipline is a well-funded and quickly growing SaaS company that works with many of the world’s top retailers across many industries. We have best-in-class NPS and CSAT scores, and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond!

At Zipline, our Customer Success Engineers help improve the lives of our customers by supporting our front-line Support team (Tier 1 and 2) and our Account Managers. We’re hiring a Customer Support Engineer who wants to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! If you are an empathetic, technically skilled problem solver with a knack for digging to the root of problems, offering solutions, and working with many cross functional partners, then you are what we’re looking for!

Responsibilities:

• 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. You don’t need to be an expert, but you should care about creating solutions that are reliable and easy to evolve.
• 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

Competencies:

• 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

Compensation:

At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role has a minimum annual salary within Canada of $104,000 CAD and a maximum of $156,000 CAD. This role has a minimum annual salary in the US of $104,000 and a maximum of $156,000 USD.

The broad salary ranges reflect the growth someone will experience in the role—from developing skills to reaching expertise within their career level. We’ve found that hiring team members with the expectation of being accomplished in the role sets them up for success, which for this position on the USA band means a starting salary of $117,000 USD Within the Canadian band, $117,000 CAD.  Salaries below this point typically reflect someone with potential but still building the necessary skills, while salaries above are for individuals already excelling in the role, with a deep understanding of Zipline’s impact on customers, product, and company.

At Zipline, you’ll continue to have career development conversations with your manager to ensure your compensation grows as you advance.

Our salary ranges are determined by market, factoring in our revenue and employee size, paying competitively at the 75th percentile.  In higher cost of living markets, we apply 5-10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflective of the increased expenses our team members face in those areas. While we primarily hire in Canada and the USA, we are a global employer, and all hiring regions will use the same methodology to determine fair and transparent pay.

Transparency is key to building trust in our compensation process. To better understand how this range is determined, we encourage you to ask as many questions as you'd like about compensation during the interview process to ensure clarity and confidence.

What’s in it for you:

• Remote-first culture: Join a high performing, fully remote team and work where you're comfortable
• Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
• Time off: We believe rest fuels great work. Our flexible time-off policy gives you the freedom to take the breaks you need, when you need them—whether it's a long weekend or a well-deserved vacation. We’ll also give you a monthly coffee-shop stipend to switch up your workspace and get inspired outside the office. And when you’ve been with us for five years? You’ll earn a fully paid one-month sabbatical to truly unplug and reflect—we call it a thank-you for your impact and dedication.
• Benefits: World-class medical, dental, and vision policies.
• Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.
  
• 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.  We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Want to learn more about how we work?

We may be remote, but we’re anything but disconnected. Zipline is a thriving, dynamic team spread across the globe—collaborating, innovating, and having a blast along the way.

Zipliners work from all over—vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.

Even though we’re distributed, we make space to connect—whether it’s our weekly all-company social or gathering in person at our yearly retreats. We’re building something meaningful together, and we’re glad you’re considering being a part of it.
We can’t wait to meet you!