About the role
Key Responsibilities
- Customer Support: Provide rapid, accurate, and high-quality analysis of production issues to ensure customer satisfaction.
- Troubleshooting & Resolution: Diagnose, reproduce, and resolve technical issues within Zuora Billing, Revenue, and Payments.
- Technical Expertise: Act as a subject matter expert on Zuora functionality, including Product Catalog, Bill Runs, Payment Runs, and API integrations.
- Workflow & API Management: Configure and troubleshoot Zuora Workflows, REST/SOAP APIs, and external integrations (e.g., Salesforce, NetSuite).
- Collaboration: Work directly with product, engineering, and customer success teams to escalate and resolve complex, critical bugs.
- Documentation: Create and maintain documentation, knowledge base articles, and best practices for the Zuora Community.
Required Qualifications & Skills
- Experience: 2–5+ years in application support, technical consulting, or SaaS implementation.
- Technical Skills: Proficiency in SQL (Oracle preferred), API troubleshooting (REST/SOAP), and understanding data/object models.
- Domain Knowledge: Strong understanding of subscription billing, revenue recognition, invoice cycles, and Accounting (AR/GL).
- Platform Knowledge: Deep knowledge of Zuora (Billing/Revenue/CPQ) and CRM/ERP systems like Salesforce or SAP.
- Soft Skills: Excellent written/spoken English, analytical problem-solving abilities, and the capacity to work under pressure.
- Education: Bachelor’s degree in Computer Science, Engineering, or related technical field.