Application Support Engineer

Profile

Job Summary

Zuora is looking for someone with a strong technical background who is able to troubleshoot complex software applications and has excellent communication skills.

The Technical Support Engineer is tasked with providing front-line support and solutions to issues reported by customers for Zuora products. Our ideal candidate possesses a strong technical background, is a detailed documenter, and a masterful troubleshooter. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and is an excellent communicator via email or over the phone.

Our vision is simple, to provide all customers just-in-time solutions empowering them to operate and grow their subscription business.

You will be challenged on a daily basis 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.

Key Responsibilities

Work closely with engineering and product management teams to advocate for the customer and drive improvements to product functionality.

Provide support via tickets, chat, and phone to Zuora customers.

Answer customer questions, file bugs, and reproduce, troubleshoot, resolve, and escalate issues as necessary.

Own and drive customer issues from start to finish.

Become an expert on a given product domain from both a business and technical standpoint.

Actively participate in our online Zuora Community, learning about customer pain points, answering customer questions, and posting solution articles in your domain of expertise.

Handle urgent escalation issues, ensuring we accurately prioritize based on severity and customer impact.

Be the point of contact for Premium Support customers including the ability to triage incoming cases to solve or route to the appropriate subject matter expert. Must have excellent customer interaction skills and be able to de-escalate issues.

Technical ability to setup computer environments, to fully test and debug the end-to-end workflow, the ability to configure, use and analyze a “sandbox” copy environment is necessary before “live” deployment and use.

Pro-actively analyze customer business needs to provide solutions to optimize business practices.

Minimum Requirements

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

Minimum of 7 years of technical and application support experience.

Experience with at least one of the following technologies that support SaaS applications: XML, REST API, SOAP API, SQL, Sumo Logic, web services, HTML, Java, or JavaScript.

Proven ability to analyze complex problems, propose and implement solutions.

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

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

Positive attitude and the ability to overcome adversity; ability to stay calm under pressure.

Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge. You will learn something new every day!

Bonus Requirements

Experience with billing or financial enterprise applications.

Experience as a developer or QA engineer in an agile development environment.

Experience working in a fast-paced SaaS environment.

Company info

Zuora Inc.
Website : http://www.zuora.com