Application Support Engineer - CPQ

As an Application Support Engineer - CPQ at Zuora, your key responsibilities include providing efficient Level 2 support for the Zuora Billing product, collaborating closely with engineering and product management to advocate for customer needs, and troubleshooting complex software issues. You will manage customer inquiries through ticketing and direct communication, take ownership of escalated issues, and engage with the customer community to enhance product usability and customer satisfaction.

To be a strong candidate for the Application Support Engineer - CPQ role at Zuora, you should possess a degree in Computer Science, Engineering, or a related field, with at least 7 years of experience in enterprise application support and customer service, especially in SaaS environments. Further qualifications include hands-on experience with configuration and customization using Salesforce, as well as familiarity with billing or financial enterprise applications and CRM solutions.

Success as an Application Support Engineer - CPQ at Zuora hinges on strong technical abilities, excellent communication skills, and a positive attitude. Key skills include expertise in troubleshooting enterprise applications, familiarity with Salesforce components, and the ability to adapt communication for different technical levels. Additionally, experience in a fast-paced global support environment is essential.

The application Support Engineer - CPQ role at Zuora is characterized by a blend of flexibility and collaboration. You will work in a supportive environment where both remote and in-office work is encouraged, allowing for personal and professional balance. The team is dedicated to continuous learning and improvement, making it an exciting place for tech-savvy individuals to grow their careers while making meaningful contributions.

Zuora offers a competitive benefits package for the Application Support Engineer - CPQ role, including equitable compensation, variable bonuses, medical, dental, and vision insurance, as well as generous time-off policies. Additional offerings include fully paid parental leave, learning and development stipends, and opportunities to engage in community service, making Zuora a place where you can thrive both personally and professionally.

When troubleshooting a customer-reported issue, it’s crucial to start by gathering detailed information from the customer about the problem, including context and any relevant error messages. I would replicate the issue in a controlled environment to better understand it, identify potential root causes, and cross-reference with documentation or problem-solving resources. Depending on my findings, I would either guide the customer towards a resolution or escalate the issue to the appropriate engineering team.

I have hands-on experience configuring Salesforce, where I developed custom objects, set up workflow rules, and created validation rules to optimize user experiences. I can also leverage my knowledge of Salesforce APIs and integration techniques to support customer requirements effectively. This experience enables me to translate technical solutions into user-friendly terms for customers.

In a previous role, a major application outage impacted numerous customers. I immediately collaborated with both our internal teams and affected clients, providing timely updates and facilitating communication to ensure they were informed every step of the way. By quickly prioritizing and coordinating response efforts, we resolved the issue within a few hours, learning valuable lessons in crisis management and customer communication.

If faced with a new software application, I would approach it through hands-on experience, combined with structured learning. I would start by reviewing user documentation, tutorials, and online resources to understand its functionality, then set up a test environment to explore its features. Engaging with colleagues or online forums could also provide helpful insights, all while keeping track of newfound knowledge for future use.

Managing multiple customer support tickets requires effective prioritization based on urgency and impact. I assess each ticket to determine the severity of the issue and how it affects the customer’s operations. High-impact issues that disrupt business processes receive immediate attention, while lower-impact tickets are scheduled accordingly. Additionally, I communicate expected resolution times to customers to set realistic expectations.

Communicating technical information to non-technical customers is about clarity and patience. I use analogies and relatable terms to explain complex concepts, avoiding jargon. Visual aids, such as flowcharts or diagrams, can also help convey ideas more effectively. Ensuring that I listen actively and invite questions encourages a two-way conversation that fosters understanding.

Continuous learning is vital in technology, and I engage with various resources such as online courses, webinars, and technical communities to stay updated on trends and advancements. Reading industry blogs and following thought leaders also empowers me to learn from diverse perspectives. Lastly, I value collaboration with peers as it often leads to knowledge sharing and mentorship.

I am drawn to the role of Application Support Engineer - CPQ at Zuora because of my passion for enhancing customer experiences and problem-solving. Zuora's reputation as a leader in the Subscription Economy excites me, and I am eager to contribute my technical expertise and customer support skills to a forward-thinking team that values innovation and collaboration.

In my previous role, I often collaborated with both technical and non-technical teams. During a software rollout, I acted as a liaison, translating technical specifications into user-friendly terms for the training team while also communicating feedback from users to developers. Building bridges between these teams ensured seamless project execution and minimized misunderstandings.

I have experience using a variety of tools in application support, including ticketing systems like Zendesk for managing customer inquiries, collaboration tools like Slack for team communication, and monitoring tools such as Kibana for analyzing application performance. Familiarity with APIs and data query tools has also helped me troubleshoot issues effectively and ensure smooth integrations.