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Sr Technical Support Engineer

Sydney, New South Wales, Australia

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 Global Customer Support team fulfills a super important role for Zuora. It is often the main point of contact for a customer and a key advocate of the customer experience. Our team includes more than 100 ZEOs across nine different locations worldwide. They are strategically structured around our functional teams and customer support levels that increase the complexity, skills, and experience needed to handle it.

 

The Technical Support Engineer provides front-line support and solutions to issues customers report for Zuora products. Our ideal candidate possesses a solid technical background, is a detailed documenter, and is a masterful troubleshooter. In today’s ever-changing social landscape, we need someone up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and an excellent email or phone communicator.

 

This is a hybrid position, so you’ll work both remotely and in the office.

 

What you’ll do

  • Work closely with engineering and product management teams to advocate for the customer and drive improvements to product functionality.
  • Provide support via tickets, chat, and phone to Zuora customers.
  • Answer customer questions, 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.

 

Your experience

  • BS or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience.
  • Minimum of 7 years application support experience.
  • Experience with at least one of the following technologies that support SaaS applications: XML, REST API, SOAP API, SQL, Kibana, web services, HTML, Java, or JavaScript.
  • 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!

 

Nice to haves:

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

 

#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, company equity and retirement programs
  • Medical, dental and vision 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 assistance(at)zuora.com.

Let’s do this.

You’re unique and we’re on a journey – so let’s embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.

No matter where you’re located, or which team you work on, you’ll be part of a group of people working together to build a better world: The World Subscribed.

Go ahead and apply!

 

Internal Job Opportunities

Are you a current ZEO looking to take on new challenges? If so, check out our internal job openings on our internal job board.

 

 

Get to Know Us

Go ahead, take a look inside #ZEOLife. Meet our ZEOs and learn what it’s like to be a part of our team.

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