Job description
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 & Role
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.
What you’ll do :
- 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.
Your experience:
- BS or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience.
- Minimum of 8 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. Experience in Account Receivables(AR) and/or General Ledger (GL) is a plus.
- Experience in the following technologies that support SaaS applications is an added advantage: REST API, SOAP API, and web services.
- Excellent spoken and written English. All customer communications are in English.
- Strong communication skills, including adjusting to the audience’s technical level and explaining complex ideas clearly and concisely.
- Ability to work with global teams and build strong cross-functional 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!
Skills and Experience:
- Bachelor’s Degree in Computer Science, Engineering, or equivalent experience,
- Minimum of 8 years of software / ERP related experience desired.
- Knowledge of accounting concepts and Revenue Recognition is an addition.
- Excellent verbal and written communication skills.
- 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.
- 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, and technical judgment;
- Ability to work independently and self-motivated.
#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 and retirement programs
- Medical 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].
