Managed Services Engineer

Summary

Join Zuora's Managed Services team as a Managed Services Engineer and help our customers maximize their business goals using Zuora's platform. You will leverage your 1-4 years of experience in software solution management and troubleshooting (ideally in Billing, CRM, or ERP domains) to monitor and manage Zuora workflows and processes. Respond promptly to incidents and troubleshoot issues, ensuring timely resolution of service disruptions. Communicate effectively with customers and collaborate with internal teams. This remote position offers flexibility with occasional office visits. You'll lead a team of engineers to monitor customer Configuration Items (CIs) and act as the face of Zuora to the customer.

Requirements

• Associate or higher degree in Computer Science, Computer Engineering, or a related major
• 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 PL/SQL
• 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

• A bachelor’s degree is a plus
• Hands-on experience with Zuora products is a plus

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