Application Support Engineer, Zuora

• BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience
• A minimum of 2 – 5 years of proven success in enterprise application support and customer service (experience with SaaS would be awesome!)
• Explicit knowledge and understanding of REST APIs and SQL
• Experience with several of the following technologies that support SaaS applications: XML, SOAP API, MySQL, web services, HTML, Java, or JavaScript
• Experience with Kibana, Sumo Logic, or other large scale log management and analytics services
• 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 appropriate learning materials 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!

Desirable

• The Application Support Engineer provides front-line support and solutions to issues customers report for Zuora products
• 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 service
• 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 configuration, customization, and integration
• Participate in a 24/5 global coverage plan, including weekend on-call and holiday coverage
• Participate in the Premium Support program as a Named Account Support Engineer for several major Zuora customers