Support Engineer - Remote

Overview

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.

In Short

• Work directly with clients to provide rapid and accurate analysis of production issues.
• 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.
• Handle urgent escalation issues, ensuring we accurately prioritize based on severity and customer impact.

Requirements

• BS or MS in Computer Science, Engineering, or related.
• Minimum of 4-5 years of Financial application support experience.
• Strong Oracle SQL, PL/SQL skills required.
• Experience in Order-To-Cash (O2C) or Procure-To-Pay (P2P) cycle.
• Excellent spoken and written English.
• Strong communication skills.
• Ability to work with global teams.
• Positive attitude and the ability to overcome adversity.
• Strong desire to continually learn new skills and technologies.

Benefits

• Competitive compensation and performance rewards.
• Medical insurance.
• Generous, flexible time off.
• Paid holidays and wellness days.
• 6 months fully paid parental leave.
• Learning & Development stipend.
• Opportunities to volunteer and give back.
• Free resources for mental wellbeing.