Support Engineer
Zylo
CloudJavaScriptPythonSQLSwift
Job Level
Mid-LevelSenior
About the role
- Serve as the primary contact for the Zuora premium customer base. Triage, evaluate, and provide answers to customer questions and issues in a timely manner.
- Provide assistance in putting action plans in place and facilitating effective communications.
- Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers' successful use of our products and drive adoption.
- Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture and their operational impact.
- Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance.
- Participation in weekly on-call rotation and weekend coverage for the production incident resolution team.
- Work with various cross functional teams to understand the root cause of issues reported and suggest alternate options and workarounds where appropriate.
- Research and develop solutions for customer support cases using extensive product knowledge and troubleshooting techniques.
- Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
- Author technical documents on common issues and solutions in order to build the knowledge base.
- Establish strong working relationships with Engineering, Global Services, Sales, Technical Operations, Product Management and other internal resources as appropriate.
Requirements
- A minimum of 3 - 5 years of proven success in Enterprise application support and customer service
- BA/BS/MS (or equivalent) in computer science or related discipline
- Experience with Apex, SOQL, AppExchange and debugging tools like Workbench and Developer Console.
- Experience troubleshooting workflows, validation rules, custom objects, Apex code, Lightning components, and integrations.
- Able to provide alternate solutions and to exercise independent judgment in developing methods, techniques and evaluation criteria that lead to prompt resolution of issues.
- Strong ticket management experience with a demonstrated ability to manage competing priorities.
- Experience with customer support tools (e.g., Jira, Zendesk)
- Nice to haves: Experience supporting Premium Enterprise SaaS customers
- Nice to haves: Experience supporting Zuora managed packages
