Technical Support Engineer Job at Zuora

Technical Support Engineer

Zuora

Location:
Costa Rica

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

At Zuora, we’re building the future of subscription experiences — and we’re looking for a passionate Support Analyst/Engineer to join our global team. If you love solving complex technical problems, helping customers succeed, and working across cutting-edge technologies, this is the role for you. You’ll be the trusted technical expert our customers rely on, helping them resolve issues quickly and effectively while driving meaningful improvements to our products and services. This is an opportunity to make a direct impact on customer satisfaction, product quality, and Zuora’s overall success.

Job Responsibility:

Be the frontline technical expert — diagnosing, troubleshooting, and resolving complex application issues for our customers
Assist 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
Stay informed and up-to-date on the latest product functionality, its dependencies, the underlying architecture, and their operational implications
Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance
Participation in a 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 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:

Bachelor’s Degree in Computer Science, Engineering, or equivalent hands-on experience
A minimum of 3 – 5 years of proven success in Enterprise application support and customer service
Able to provide alternate solutions and to exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues
Understanding of basic financial accounting concepts and terms
Understanding of relational database management system (RDBMS) concepts
Technical understanding of web technologies, networking, development, and production support methodologies is desired
Experience developing or supporting SOAP-based and REST APIs, web-based development, XML, Java, and SQL
Strong ticket management experience with a demonstrated ability to manage competing priorities

What we offer:

Competitive compensation, bonus opportunities, and retirement programs
Comprehensive medical, dental, and vision coverage
Generous, flexible time off
Paid holidays, wellness days, and a company-wide year-end break
6 months of fully paid parental leave
Learning & development stipend
Opportunities to give back, including volunteer time and donation matching
Mental wellbeing resources and support

Additional Information:

Job Posted:
January 02, 2026

Work Type:

Hybrid work

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