About the role
Company Overview
At Zuora, we do Modern Business. We're helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It's an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world's most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.
The Team & Role
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 different locations worldwide, who are strategically structured around our functional teams and customer support levels that increase in complexity and the skills and experience needed to handle them.
YOUR MISSION: We're seeking a Senior Technical Support Engineer to join our growing Global Support team. The ideal candidate is a skilled professional with a strong technical background, capable of providing enterprise-level support, troubleshooting complex software applications, and communicating effectively.
Does that sound like you? If so, we'd love to hear from you!
This is a location specific position that requires you to come into the office regularly to be most effective.
What you'll do
Collaborate closely with engineering and product management teams to advocate for customers and enhance product functionality.
Provide support to Zuora customers through tickets and Zoom.
Address customer inquiries, document bugs, and troubleshoot, resolve, or escalate issues.
Take ownership of customer issues, managing them from initiation to resolution.
Develop expertise in a specific product domain from a technical and business perspective.
Engage actively in the Zuora Community by understanding customer pain points, responding to inquiries, and sharing solution articles in your area of expertise.
Manage urgent escalations, ensuring proper prioritization based on severity and customer impact.
Deliver Level 2 support for the Zuora Billing product.
Act as the subject matter expert for Billing, guiding team members.
Expand knowledge across additional Zuora products.
Work in shifts & participate in a 24/7 global support rotation, including on-call duties during weekends.
Your experience
A degree in Computer Science & Engineering or a related field. Significant technical experience will also be considered.
Minimum of 5 years in Application/ Technical support.
Experience with billing or financial enterprise applications.
Worked in rotational shifts (24/7).
Experience with technologies used in SaaS applications: MS Word programming logic, XML, REST API, SOAP API, SQL, Kibana, web services, HTML, Java, or JavaScript.
Excellent spoken and written English with the ability to adapt communication to different technical levels and explain complex concepts clearly.
Ability to work effectively with a global team and build strong cross-functional relationships.
A positive attitude with the ability to remain calm under pressure and overcome challenges.
Strong desire to learn and adapt to new skills, technologies, and processes—you'll be learning something new every day!
About the company
At Zuora, we do Modern Business. We're helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It's an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world's most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.
