Application Support Engineer II

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 w ... (truncated, view full listing at source)