Support Engineer

• 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.

Salesforce Support Engineer

Technical Support Engineer 1

Technical Support Engineer

Technical Support Representative

Technical Support Engineer I

Technical Support Representative, Service Desk