Senior Application Support Engineer

Summary

Join Zuora as a Support Engineer and provide expert technical support to clients, troubleshooting complex software application issues. You will respond to customers promptly and professionally, accurately document problems and resolutions, and collaborate with clients and internal employees to solve complex technical problems. This role requires excellent technical and soft skills and involves working directly with clients to analyze production issues, providing support via tickets, chat, and phone, and owning customer issues from start to finish. You will become a product domain expert and actively participate in the Zuora Community. The position requires handling urgent escalation issues and prioritizing based on severity and customer impact.

Requirements

• BS or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience
• Minimum of 8 years of Financial application support experience
• Strong Oracle SQL, PL/SQL skills required. Experience in Order-To-Cash (O2C) or Procure-To-Pay (P2P) cycle. Experience in Account Receivables(AR) and/or General Ledger (GL) is a plus
• Excellent spoken and written English. All customer communications are in English
• Strong communication skills, including adjusting to the audience's technical level and explaining complex ideas clearly and concisely
• Ability to work with global teams and build strong cross-functional relationships
• Positive attitude and the ability to overcome adversity and stay calm under pressure
• Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge. You will learn something new every day!
• Bachelor’s Degree in Computer Science, Engineering, or equivalent experience
• Minimum of 8 years of software / ERP related experience desired
• Excellent verbal and written communication skills
• Strong SQL, PL/SQL skills required
• Ability to work efficiently in a time-critical environment and fast-paced environment
• Problem-solving capabilities as well as excellent customer service skills
• Ability to take ownership and follow through on client issues until resolution
• Ability to effectively communicate and coordinate with peers and senior management as required
• Strong organizational skills, attention to detail, and technical judgment
• Ability to work independently and self-motivated

Responsibilities

• Work directly with clients to provide rapid and accurate analysis of production issues (including solution tracking)
• Provide support via tickets, chat, and phone to Zuora customers
• Answer customer questions, file bugs, reproduce, troubleshoot, resolve, and escalate issues as necessary
• Own and drive customer issues from start to finish
• Become an expert on a given product domain from a business and technical standpoint
• Actively participate in our online Zuora Community, learning about customer pain points, answering customer questions, and posting solution articles in your domain of expertise
• Handle urgent escalation issues, ensuring we accurately prioritize based on severity and customer impact

Preferred Qualifications

• Experience in the following technologies that support SaaS applications is an added advantage: REST API, SOAP API, and web services
• Knowledge of accounting concepts and Revenue Recognition is an addition
• Order-To-Cash (O2C) or Procure-To-Pay (P2P) cycle experience in Oracle EBS (Financials)/Netsuite. Other ERPs can also be considered
• Working business knowledge of US GAAP and revenue accounting a plus

Benefits

• Competitive compensation, corporate bonus program and performance rewards and retirement programs
• Medical 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