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