Application Support Engineer II

Zuora is seeking a Technical Support Engineer -2 to join their Global Support team. The ideal candidate has a strong technical background, capable of providing enterprise-level support, troubleshooting complex software applications, and communicating effectively.

Requirements

• Provide high-quality technical support to Zuora customers via ticketing systems and live sessions
• Analyze, track, and resolve customer issues promptly to maintain high levels of client satisfaction
• Collaborate closely with Engineering and Product Management teams to advocate for customer needs and drive product improvements
• Investigate customer inquiries, document defects, and troubleshoot issues—resolving or escalating as needed
• Build deep expertise in Zuora Billing from both technical and business perspectives
• Contribute to Knowledge-Centered Service (KCS) by documenting solutions, including configuration, customization, and integration scenarios
• Manage critical escalations effectively, ensuring timely communication and resolution
• Deliver Level 2 (L2) support specifically for the Zuora Billing product
• Act as a Subject Matter Expert (SME) in Billing, mentoring and guiding team members
• Continuously expand knowledge across the broader Zuora product suite
• Participate in a 24/7 global support model, including rotational shifts and weekend on-call duties

Benefits

• Competitive compensation
• Variable bonus and performance reward opportunities
• Company equity
• Retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays
• Wellness days and company-wide end-of-year break
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for mental wellbeing