Salesforce Support Engineer

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

We are seeking application support engineers to join the award-winning Zuora Global Support, named the 2024 Gold Stevie Award for technical Excellence in Customer Support. Customer Success is our #1 priority here at Zuora. We are seeking folks with exceptional technical knowledge and outstanding people skills. This role requires the ability to provide various levels of service in a fast moving and dynamic environment.

Here’s the top reasons why Support professionals should consider working for us.

1. Daily Excitement – This is not your standard support job where you send out pre-formatted responses. You will be challenged on a daily basis to understand our customers’ use cases and provide the best solutions – the learning will never stop!

2. Career and Knowledge Development – You will have the opportunity to become an expert in many hot areas including web and API development, Salesforce administration and integration, billing operations, payment collection and gateway integration, financial reconciliation and more!

3. Technical Management team – Our management team is hands-on and highly technical. We answer customer tickets directly. We assist our team members by removing obstacles and accelerating productivity, creating a rewarding work atmosphere.

This is a remote position, so you’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby.

What you’ll do

• Serve as the primary contact for the Zuora premium customer base. Triage, evaluate, and provide answers to customer questions and issues in a timely manner.
• Provide assistance in putting action plans in place and facilitating effective communications.
• Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers’ successful use of our products and drive adoption.
• Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture and their operational impact.
• Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance.
• Participation in weekly on-call rotation and weekend coverage for the production incident resolution team.
• Work with various cross functional teams to understand the root cause of issues reported and suggest alternate options and workarounds where appropriate.
• Research and develop solutions for customer support cases using extensive product knowledge and troubleshooting techniques.
• Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
• Author technical documents on common issues and solutions in order to build the knowledge base.
• Establish strong working relationships with Engineering, Global Services, Sales, Technical Operations, Product Management and other internal resources as appropriate.

Your experience

• A minimum of 3 – 5 years of proven success in Enterprise application support and customer service
• BA/BS/MS (or equivalent) in computer science or related discipline
• Experience with Apex, SOQL, AppExchange and debugging tools like Workbench and Developer Console.
• Experience troubleshooting workflows, validation rules, custom objects, Apex code, Lightning components, and integrations.
• Able to provide alternate solutions and to exercise independent judgment in developing methods, techniques and evaluation criteria that lead to prompt resolution of issues.
• Strong ticket management experience with a demonstrated ability to manage competing priorities.
• Experience with customer support tools (e.g., Jira, Zendesk)

Nice to haves:

• Experience supporting Premium Enterprise SaaS customers
• Experience supporting Zuora managed packages

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, variable bonus and performance reward opportunities, 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

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

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 on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), 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 in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance@zuora.com.