Application Support Engineer

Summary

Join Zuora's award-winning Global Support team as an Application Support Engineer and become a key contact for premium customers. You will triage and resolve customer issues, recommend product improvements, monitor application processes, and collaborate with cross-functional teams. This role demands strong technical skills, excellent communication, and the ability to manage competing priorities in a fast-paced environment. Zuora offers a supportive and technically advanced management team, opportunities for career development, and a commitment to employee well-being. The position requires 3-5 years of enterprise application support experience and a relevant bachelor's degree. Competitive compensation, comprehensive benefits, and flexible work arrangements are provided.

Requirements

• A minimum of 3 - 5 years of proven success in Enterprise application support and customer service
• BA/BS/MS (or equivalent) in computer science or related discipline
• Able to provide alternate solutions and to exercise independent judgment in developing methods, techniques and evaluation criteria that lead to prompt resolution of issues
• Understanding of basic financial accounting concepts and terms
• Understanding of relational database management system (RDBMS) concepts
• Strong ticket management experience with a demonstrated ability to manage competing priorities

Responsibilities

• Serve as the primary contact for the Zuora premium customer base
• Triage, evaluate, and provide answers to customer questions and issues in a timely manner
• Provide assistance in putting action plans in place and facilitating effective communications
• Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers' successful use of our products and drive adoption
• Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture and their operational impact
• Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance
• Participation in weekly on-call rotation and weekend coverage for the production incident resolution team
• Work with various cross functional teams to understand the root cause of issues reported and suggest alternate options and workarounds where appropriate
• Research and develop solutions for customer support cases using extensive product knowledge and troubleshooting techniques
• Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
• Author technical documents on common issues and solutions in order to build the knowledge base
• Establish strong working relationships with Engineering, Global Services, Sales, Technical Operations, Product Management and other internal resources as appropriate

Preferred Qualifications

• Experience supporting Premium Enterprise SaaS customers
• Experience supporting payment, billing, or tax applications. Knowledge of payment gateway such as PayPal, Stripe, Cybersource, etc
• Technical understanding of web technologies, networking, development and production support methodologies desired
• Experience developing or supporting SOAP-based and REST APIs, web-based development, XML, Java, and SQL

Benefits

• Competitive compensation, corporate bonus program and performance rewards, 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