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

The Global Customer Support team fulfils 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 growing 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. Does that sound like you? If so, 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 and greatest web tools and platforms, able to troubleshoot basic software applications, and an excellent email or phone communicator. 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 with just-in-time solutions, empowering them to operate and grow their subscription business.

• 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. You will learn something new every day!

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 assistance(at)zuora.com.