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 8 years in enterprise application support and customer service (experience with SaaS would be awesome!)
• Hands-on Experience in configuration and customization using SFDC
• Experience with billing or financial enterprise applications.
• Experience in troubleshooting and triage with one or more Customer Relationship Management Solution (such as Oracle, SalesForce.com, SAP, Siebel or other quote-to-cash solutions)
• Experience with large-scale multi-tier SaaS web applications
• Integration knowledge with Salesforce.com components such as Visual Force, API’s, APEX Web Services, Apex Call-Outs, outbound messaging, SSO, and data loaders or similar experience with Java object programming.
• Understanding of the configuration of SFDC and portals including but not limited to developing custom objects, work-flow business rules, and validation rules
• Worked in rotational shifts.
• 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 learn something new daily!

Nice to haves:

• Basic understanding of how SaaS integrations work
• Experience in using the Zuora Billing / Zuora CPQ
• Tools: Zendesk, Slack, Kibana, DB Query, Postman.
• Salesforce Certifications
• Working and functional familiarity with Networking, Database, SOAP & REST API, HTTP, Java, Javascript, SQL, Tomcat & common cloud-based platform technologies
• The ideal candidate will have a combination of Customer Support, Technical Support, DevOps and Engineering experience and background

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 and 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 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 well-being

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