Remote Application Support Engineer

Summary

Join Zuora as an Application Support Engineer and provide front-line support and solutions to customers for Zuora products, primarily Zuora CPQ. The ideal candidate has a solid technical background, is a detailed documenter, and is a masterful troubleshooter. Work will be fully remote with Pacific Time hours.

Requirements

• At least 3+ years of proven success in enterprise application support and customer service (experience with SaaS would be awesome!)
• Experience working with the Salesforce.com platform
• Strong understanding of Salesforce admin tasks
• Basic knowledge of Apex coding

Responsibilities

• Ensure an optimal level of customer support
• Analyze, track, and resolve customer issues promptly 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 configuration, customization, and integration
• Participate in a 24/7 global coverage plan, including weekend on-call and holiday coverage

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