Application Support Engineer

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

The Team & Role

The Global Customer Support team is the main point of contact for a customer and a key advocate of the customer experience. Our team includes more than 100 ZEOs across different locations worldwide. They are strategically structured around our functional teams and customer support levels that increase the complexity, skills, and experience needed to handle it.

Zuora seeks an Application Support Engineer to join our growing Global Support team. We are looking for someone with a solid technical background who can troubleshoot complex software applications and has excellent communication skills. You will primarily focus on providing expert technical support to clients and troubleshooting complex software application issues timely and efficiently. Additionally, you will be documenting problems and resolutions, and collaborating with clients and internal employees to solve complex technical problems.

Our vision is to provide all customers with solutions empowering them to operate and grow their subscription business.

- You will be challenged daily to understand our customers' use cases and provide the best solutions - the learning will never stop!

- We offer continuous career development and knowledge training.

- Our management team grows and motivates individuals through coaching and mentoring, creating a rewarding and challenging work atmosphere.

What you’ll do

• Work directly with customers to provide rapid and accurate analysis of product issues.
• Provide support via tickets and video calls to customers.
• Answer customer questions, reproduce, troubleshoot, file bugs, resolve, and escalate issues as necessary.
• Handle urgent escalation issues, ensuring we accurately prioritize based on severity and customer impact.
• Own and drive customer issues from start to finish.
• Become an expert on specific product domains from a business and technical standpoint.
• Maintain product knowledge of new functionality and compliance changes.
• Document solutions into articles, leveraging configuration, customization, and integration.
• Participate in a 24/7 global coverage plan, including weekend on-call and holiday coverage.

Your experience

• BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience.

• A minimum of 2 - 5 years of proven success in enterprise application support and customer service.

• Experience in the following technologies that support SaaS applications is an added advantage: REST API, SOAP API, and web services.

• Experience with Kibana or similar large-scale log management and analytics services.

• Experience of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd/3rd tier support issues and escalations.

• A self-starter with the ability to work independently, yet able to account for their activity.

• Strong communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely.

• Ability to work with a global team and build cross-functional solid relationships.

• Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge.

• Able to effectively develop appropriate learning materials.

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.