Support Engineer

at  Zuora

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.

YOUR EXPERIENCE:

• BA/BS/MS (or equivalent) in Computer Science, Engineering, or related field; or significant technical experience
• A minimum of 5 years of proven success in enterprise application support and customer service
• Experience in enterprise application support and customer service with a SaaS company?
• Knowledge of REST APIs
• Experience with MySQL
• Experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java, and JavaScript
• A self-starter with the ability to work independently, yet able to account for their activity.
• Be a creative, driven, and assertive Team Member always looking for ways to drive improved service and greater operational efficiencies and performance.
• Ability to work in a globally distributed team environment, liaising with on-site teams and customers
• Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment
• Ability to work independently and be a self-starter.
• Proven results uncovering solutions that meet or exceed customer needs
• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• Strong communication skills.
• Able to effectively develop materials that are appropriate for the audience
• Strong presentation skills. Able to effectively present and defend a point of view to a variety of audiences

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

THE TEAM & ROLE

The Global Customer Support team fulfills a super important role for Zuora and is often the main point of contact for a customer and a key advocate of the customer experience. Our team includes more than 100 ZEOs across nine different locations around the world who are strategically structured around our functional teams and customer support levels that increase in complexity and the skills and experience needed to handle it.
The 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 is a masterful troubleshooter. In today’s ever-changing social landscape, we need someone up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and an excellent communicator via email or over the phone.
Our vision is simple, to provide all customers with just-in-time solutions empowering them to operate and grow their subscription business.
This is a remote position, so you’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby.

DUTIES & RESPONSIBILITIES:

• 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.
• Ensure an optimal level of customer services
• Analyze, track and promptly resolve customer issues to ensure the highest level of client satisfaction
• Prioritize based on severity and customer impact
• Handle sensitive escalation issues and conflicting/competing priorities
• Maintain product knowledge of new functionality and compliance changes
• Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance
• Document solutions into Community articles, leveraging both configuration, customization, and integration
• Participate in a 24/7 global coverage plan, including weekend on-call and holiday coverage