Application Support Engineer

Customer Support | London, Greater London, England, United Kingdom

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Application Support Engineer (London)

For the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).

Zuora’s leading, cloud-based software solution automates all subscription order-to-revenue operations in real-time for any business. Companies in any industry can launch new businesses, shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behaviour, and disrupt market segments to gain competitive advantage.  

Job Summary

Zuora is seeking an Application Support Engineer to join our growing Global Support team in the London office, located in the centre of London with easy access to transportation and top tier amenities. We are looking for someone with a strong technical background who is able to troubleshoot complex software application issues and has excellent communication skills. Does that sound like you? If so, we look forward to hearing from you!

Key Responsibilities

  • Provide support via Zendesk tickets to Zuora customers.
  • Work closely with engineering and product management teams to advocate for the customer and drive improvements to product functionality.
  • Answer customer queries, file bugs, and 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 both 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.

Minimum Requirements

  • BS or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience.
  • Minimum of 1-3 years application support experience.
  • Experience with one or more of the following technologies that support SaaS applications: XML, REST API, SOAP API, SQL, Web Services, HTML, Java, or JavaScript, Kibana.
  • Excellent spoken and written English. The majority of our customer communications are in English.
  • Strong communication skills, including the ability to adjust to the technical level of the audience and explain complex ideas clearly and concisely.
  • Ability to work with a global team and build strong cross-functional relationships.
  • Positive attitude and the ability to overcome adversity; ability to 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!

Bonus Requirements

  • Background with billing or financial enterprise applications.
  • Experience working in a SaaS organisation.
  • Experience as a developer or QA engineer in an agile development environment.

 

About Zuora

Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-cash process, including billing and revenue recognition. 

At Zuora, every employee is the CEO of their career and leading our mission are over 1,200 passionate and innovative ZEOs who value freedom, responsibility and accountability in equal measure because they have the capacity to make shift happen. Our culture isn’t an empty branding effort – our ZEOs love working here and it shows in our rating on Glassdoor. We take it very seriously. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.

Zuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo. 

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. 

To learn more visit www.zuora.com

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