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Application Support Engineer II

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Zuora

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Location:
India , Chennai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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 have:

  • Foundational understanding of SaaS integration concepts and workflows
  • Experience working with billing systems or financial enterprise applications
  • Familiarity with the Order-to-Cash (O2C) business cycle
  • Hands-on experience with Zuora Billing is a plus
  • Proficiency with support and diagnostic tools such as Zendesk, Slack, Kibana, database query tools, AI Tools and Postman
What we offer:
  • Competitive compensation, variable bonus and performance reward opportunities, company equity and retirement programs
  • Medical, dental and vision insurance
  • Generous, flexible time off
  • Paid holidays, “wellness” days and company wide end of year break
  • Learning & Development stipend
  • Opportunities to volunteer and give back, including charitable donation match
  • Free resources and support for your mental wellbeing

Additional Information:

Job Posted:
April 02, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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