Sr Technical Support Engineer

**OUR VISION: THE WORLD. SUBSCRIBED.** Customers have changed. They're looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence. In the old world (let's call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, and billing for one-time transactions. But in today's new era, it's all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers' needs better than static offerings or a single product. 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, author of the best-selling book Subscribed). As consumers wave goodbye to ownership, join us as we help companies win on their journey to usership **THE TEAM** 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. **YOUR MISSION** **THE ROLE** Our vision is simple: to provide all customers with just-in-time solutions, empowering them to operate and grow their subscription business. - _You will be challenged daily to understand our customers' use cases and provide the best solutions - the learning will never stop_ - _We offer continuous career development and knowledge training._ - _Our management team grows and motivates individuals through coaching and mentoring, creating a rewarding and challenging work atmosphere._ - _Work closely with engineering and product management teams to advocate for the customer and drive improvements to product functionality._ **WHAT YOU WILL ACHIEVE** - _Provide support via tickets, phone, and video calls 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_ - _Ensure an optimal level of customer services_ - _Analyze, track, and promptly resolve customer issues to ensure the highest level of client satisfaction_ - _Prioritize based on severity and customer impact_ - _Handle sensitive escalation issues and conflicting/competing priorities_ - _Maintain product knowledge of new functionality and compliance changes_ - _Document solutions into KCS articles, leveraging both configuration, customization, and integration_ - _Participate in a 24/5 global coverage plan, including weekend on-call and holiday coverage_ - _Participate in Premium Support program, acting as a Named Account Support Engineer for several major Zuora customers_ **WHAT YOU'LL NEED TO BE SUCCESSFUL** - _BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience_ - _Experience in Technical Account Management is a plus_ - _Minimum of 7 years of technical support experience._ - _Experience with supporting complex Cloud systems SAAS architecture_ - _Explicit knowledge and understanding of REST API and SQL_ - _Experience with Kibana, Sumo, or other large scale log management and analytics services_ - _Experience as a developer or QA engineer in an agile development environment - JIRA experience_ - _Experience with Zendesk or similar CRM_ - _Proven track record of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations._ - _Able to effectively develop materials that are appropriate for the audience, such as KCS_ - _Excellent spoken and written English._ - _A self-starter with the ability to work independently, yet able to account for their activity._ - _Strong communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely._ - _Ability to work with a global team and build cross-functional solid 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_ **ABOUT ZUORA & OUR "ZEO" CULTURE** Zuora (NYSE: ZUO) Zuora provides the le