Application Support Engineer II at Zuora

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 different locations worldwide, who are strategically structured around our functional teams and customer support levels that increase in complexity and the skills and experience needed to handle them. YOUR MISSION: We’re seeking a Technical Support Engineer -2 to join our growing Global Support team. The ideal candidate is a skilled professional with a strong technical background, capable of providing enterprise-level support, troubleshooting complex software applications, and communicating effectively. Does that sound like you? If so, we’d love to hear from you! This is a location specific position that requires you to come into the office regularly to be most effective. What you’ll do • Provide high-quality technical support to Zuora customers via ticketing systems and live sessions (e.g., Zoom), ensuring an excellent customer experience. • Analyze, track, and resolve customer issues promptly to maintain high levels of client satisfaction. • Triage and prioritize issues based on severity, business impact, and customer urgency. • 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. • Take full ownership of customer issues from initial report through to resolution and closure. • 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. Your experience Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience). Minimum of 3+ years of experience in Application or Technical Support roles. • Experience leveraging AI tools to improve efficiency, productivity, and quality in daily work activities. Hands-on experience with billing systems or financial enterprise applications. Strong technical proficiency in SaaS-supporting technologies such as: XML, REST APIs, SOAP APIs SQL, Kibana Web services, HTML Java and/or JavaScript Experience working in a 24/7 rotational shift environment. Excellent verbal and written communication skills, with the ability to explain complex technical concepts to diverse audiences. Proven ability to collaborate effectively with global, cross-functional teams. Strong problem-solving mindset with the ability to remain composed under pressure. Demonstrated eagerness to learn new technologies, tools, and processes in a fast-paced environment. Nice to haves: • Foundational understanding of SaaS integration concepts and workflows • Experience working with billing systems or financial enterprise applications • Familiarity with the Order-to-Cash (O2C) business cycle • Hands-on experience with Zuora Billing is a plus • Proficiency with support and diagnostic tools such as Zendesk, Slack, Kibana, database query tools, AI Tools and Postman #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, variable bonus and performance reward opportunities, 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 • 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.