Senior Technical Support Engineer

Job Description

Zuora is seeking a Senior Technical Support Engineer to join our growing Global Support team in the Beijing office , located in the beautiful Global Trade Center with easy access to transportation and top tier amenities. We are looking for someone with a strong technical background who is able to troubleshoot complex software applications and has excellent communication skills. Does that sound like you? If so, we look forward to hearing from you!

Key Responsibilities

• 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.

Minimum Requirements

• 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, Sumo Logic, web services, HTML, Java, or JavaScript.
• Excellent spoken and written English. The majority of our customer communications are in English.
• 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!

Bonus Requirements

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