Application Support Engineer

August 30

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Zuora

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Zuora provides a leading monetization suite for modern businesses across all industries, enabling companies to unlock and grow customer-centric business models$1. .$1

Subscription Billing • Subscription Commerce • Subscription Finance • Subscriber Insights • Subscriber Analytics

1001 - 5000

💰 $400M Post-IPO Equity on 2022-03

Description

• 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.

Requirements

• 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.

Benefits

• 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