Managed Services Engineer

Summary

Join Zuora's Managed Services team as a Managed Services Engineer! In this remote role, you'll leverage your 1-4 years of software troubleshooting experience (ideally in Billing, CRM, or ERP) to monitor and manage Zuora workflows for clients. You'll respond to incidents, troubleshoot issues, and collaborate with other teams to ensure seamless service. A key responsibility is leading a team of engineers in monitoring customer configurations. You'll be the primary Zuora contact for clients, providing reports and input on processes. Zuora offers competitive compensation, benefits including health insurance, generous time off, parental leave, and professional development opportunities.

Requirements

• Associate or higher degree in Computer Science, Computer Engineering, or a related major. A bachelor’s degree is a plus
• 1-4 years of experience managing and troubleshooting software solutions, ideally in Billing, CRM, or ERP domains
• Need to have basic knowledge of Oracle SQL and PLSQL
• Quick learner
• Technical aptitude and ability to troubleshoot problems
• Customer service skills
• Communication skills
• Strong tolerance for ambiguity; able to focus and execute in a changing environment
• Self-starter who truly enjoys working in a fast-paced high volume transaction environment
• Certification in technical engineering

Responsibilities

• Monitoring and managing Zuora workflows and processes on behalf of customers where appropriate
• Respond promptly to incidents, service requests, and alerts, and troubleshoot issues to resolution within agreed-upon SLOs
• Troubleshooting problems that arise
• Communicating details around disruptions or potential problems as documented in-process materials and run books
• Ensuring that any service disruptions are addressed in a timely manner according to run book instructions
• Providing reports to customers on activity, failure rates, work volume, etc
• Provide input and assistance on processes and process documentation

Preferred Qualifications

Hands-on experience with Zuora products is a plus

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
• This is a remote position, so you’ll work remotely while occasionally getting together with your team for office visits, events, or offsites