Application Support Engineer

6 days ago

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Zuora

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

1001 - 5000

💰 $400M Post-IPO Equity on 2022-03

Description

• Zuora seeks an Application Support Engineer to join our growing Global Support team. • The Application Support Engineer provides front-line support and solutions to issues customers report for Zuora products. • Work closely with engineering and product management teams to advocate for the customer and drive improvements to product functionality. • Provide support via tickets, phone, and video calls to Zuora customers. • Analyze, track, and promptly resolve customer issues to ensure the highest level of client satisfaction. • Participate in a 24/5 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. • At least 2 - 5 years of proven success in enterprise application support and customer service (experience with SaaS would be excellent!) • Explicit knowledge and understanding of REST APIs and SQL. • Experience with several technologies that support SaaS applications: XML, SOAP API, MySQL, web services, HTML, Java, or JavaScript. • Experience with Kibana, Sumo Logic, or other large-scale log management and analytics services. • Experience with Zendesk or similar CRM. • Proven track record of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations. • Able to effectively develop appropriate learning materials for the audience, such as KCS. • Excellent spoken and written English. • A self-starter with the ability to work independently, yet able to account for their activity. • Strong communication skills, including adjusting to the audience's technical level and explaining complex ideas clearly and concisely. • Ability to work with a global team and build cross-functional solid relationships. • Positive attitude and the ability to overcome adversity and 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!

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