Technical 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 Support Engineer will focus primarily on providing expert technical support to clients and troubleshooting complex software application issues quickly and more efficiently. Duties involve responding to customers promptly and professionally, accurately documenting problems and resolutions, and collaborating with clients and internal employees to solve complex technical problems. The job requires excellent technical and soft skills.

Essential Duties:

• Work directly with clients to provide rapid and accurate analysis of production issues (including solution tracking)
• Provide support via tickets, chat, and phone 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.

Skills and Experience:

• Bachelor’s Degree in Computer Science, Engineering, or equivalent experience,
• 6 - 8 years of software / ERP related experience desired.
• Knowledge of accounting concepts and Revenue Recognition is an addition.
• Order-To-Cash (O2C) or Procure-To-Pay (P2P) cycle experience in Oracle EBS (Financials)/Netsuite. Other ERPs can also be considered. 
• Strong SQL, PL/SQL skills required.
• Excellent verbal and written communication skills.
• Working business knowledge of US GAAP and revenue accounting a plus.
• Ability to work efficiently in a time-critical environment and fast-paced environment;
• Problem-solving capabilities as well as excellent customer service skills.
• Ability to take ownership and follow through on client issues until resolution.
• Ability to effectively communicate and coordinate with peers and senior management as required.
• Strong organizational skills, attention to detail, …