Sr Technical Support Engineer

OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, and billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than static offerings or a single product.

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy (a phrase coined by our CEO, Tien Tzuo, author of the best-selling book Subscribed).

As consumers wave goodbye to ownership, join us as we help companies win on their journey to usership!

THE TEAM

The Global Customer Support team fulfills a super important role for Zuora. It is often the main point of contact for a customer and a key advocate of the customer experience. Our team includes more than 100 ZEOs across nine different locations worldwide. They are strategically structured around our functional teams and customer support levels that increase the complexity, skills, and experience needed to handle it.

YOUR MISSION

Zuora seeks a Senior Technical Support Engineer to join our growing Global Support team in our Costa Rica support team. We are looking for someone with a solid technical background who can troubleshoot complex software applications and has excellent communication skills. If that sounds like you, we look forward to hearing from you!

THE ROLE

The Technical Support Engineer provides front-line support and solutions to issues customers report for Zuora products. Our ideal candidate possesses a solid technical background, is a detailed documenter, and is a masterful troubleshooter. In today's ever-changing social landscape, we need someone up-to-date on the latest web tools and platforms, able to troubleshoot basic software applications, and an excellent communicator via email or phone. We seek people willing to work in Pacific Times (9 AM - 5 PM PST). The position is fully Remote.

• You will be challenged daily to understand our customers' use cases and provide the best solutions - the learning will never stop!
• We offer continuous career development and knowledge training.
• Our management team grows and motivates individuals through coaching and mentoring, creating a rewarding and challenging work atmosphere.
• Work closely with engineering and product management teams to advocate for the customer and drive improvements to product functionality.

What You Will Achieve

• Provide support via tickets, phone, and video calls 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
• Ensure an optimal level of customer services
• Analyze, track, and promptly resolve customer issues 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 KCS articles, leveraging both configuration, customization, and integration
• Participate in a 24/5 global coverage plan, including weekend on-call and holiday coverage
• Participate in Premium Support program, acting as a Named Account Support Engineer for several major Zuora customers

What You'll Need To Be Successful

• BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience
• Experience in Technical Account Management is a plus!
• Minimum of 7 years of technical support experience.
• Experience with supporting complex Cloud systems SAAS architecture
• Explicit knowledge and understanding of REST API and SQL
• Experience with several of the following technologies that support SaaS applications: XML, SOAP API, MySQL, Sumo Logic, web services, HTML, Java, or JavaScript
• Experience with Kibana, Sumo, or other large scale log management and analytics services
• Experience with billing or financial enterprise applications
• Experience as a developer or QA engineer in an agile development environment - JIRA experience
• Experience with Zendesk or similar CRM
• Proven track record of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations.
• Able to effectively develop materials that are appropriate for the audience, such as KCS
• Excellent spoken and written English.
• A self-starter with the ability to work independently, yet able to account for their activity.
• Strong communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely.
• Ability to work with a global team and build cross-functional solid 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.

ABOUT ZUORA & OUR "ZEO" CULTURE

Zuora (NYSE: ZUO) provides the leading cloud-based subscription management platform that functions as a record system for subscription businesses across all industries. Powering the Subscription Economy, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world.

At Zuora, we have one CEO, but every employee is empowered and supported to be the 'ZEO' of their career experience. By embedding inclusion and belonging into our processes, policies, and culture, we are building a workplace where our 1,200+ ZEOs can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs; we also offer programs to support your mental health and give back to our communities along with "career cash" and plenty of learning and development opportunities.

To learn more, visit

Zuora is proud to be an Equal Employment Opportunity employer.

Think, be, and do you! At Zuora, different perspectives, experiences, and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate based on and considers individuals seeking employment with Zuora without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants needing special assistance or accommodation during the interview process or accessing our website may contact us by email at assistance(at)zuora.com.