Application 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 ROLE

The Application Support Engineer is tasked with providing the front-line support and solutions to the issues reported by customers for the Zuora products, primarily Zuora CPQ. 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 who’s up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and is an excellent communicator via email or over the phone.

*We seek people willing to work in Pacific Times (9 AM - 5 PM PST).
*The position is fully Remote.

Our vision is simple, to provide all customers just-in-time solutions empowering them to operate and grow their subscription business.

• You will be challenged on a daily basis 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.

WHAT YOU’LL ACHIEVE

• Ensure an optimal level of customer support.
• Analyze, track, and resolve customer issues promptly 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 Community articles, leveraging configuration, customization, and integration.
• Participate in a 24/7 global coverage plan, including weekend on-call and holiday coverage.

WHAT YOU’LL NEED TO BE SUCCESSFUL

Basic Qualifications:

• At least 3+ years of proven success in enterprise application support and customer service (experience with SaaS would be awesome!).
• Experience working with the Salesforce.com platform.
• Strong understanding of Salesforce admin tasks.
• Basic knowledge of Apex coding.

Preferred Qualifications:

• A self-starter with the ability to work independently, yet able to account for their activity.
• Application support experience.
• Experience working in a SaaS organization.
• Background with billing or financial enterprise applications.
• Experience as a developer or QA engineer in an agile development environment
• Be a creative, driven, and assertive Team Member always looking for ways to drive improved service and greater operational efficiencies and performance.
• Ability to work in a globally distributed team environment, liaising with on-site teams and customers
• Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment
• Ability to work independently and be a self-starter.
• Proven results uncovering solutions that meet or exceed customer needs
• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• Strong communication skills.
• Able to effectively develop materials that are appropriate for the audience
• Strong presentation skills. Able to effectively present and defend a point of view to a variety of audiences
• Experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Apex is a definite plus!
• Salesforce Admin certification is a plus!

#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, corporate bonus program and performance rewards, company equity 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 [email protected].