Application Support Engineer II

At Zuora, we help businesses grow smarter and adapt faster. Our platform powers modern business models — from subscriptions and usage-based pricing to AI-driven and outcome-based offerings — helping companies launch new products, automate complex billing, and unlock predictable, recurring revenue.

We’ve led the Subscription Economy for more than a decade. Now we’re evolving again by building the definitive platform for quote to cash and helping companies monetize their products and services with an adaptable, AI-ready foundation.
The Opportunity
As an Application Support Engineer (Level 2) on the Global Customer Support team, you will play a pivotal role in delivering high-quality technical support while leveraging emerging AI capabilities to enhance customer experience and operational efficiency. This role provides the opportunity to deepen your technical expertise in Zuora Billing, contribute to continuous product improvement, and adopt AI-driven approaches to modernize support workflows.

• Deliver Advanced Technical Support: Provide Level 2 support for Zuora Billing by troubleshooting complex customer issues through ticketing systems and live sessions (e.g., Zoom). You will take full ownership of cases from initial investigation through resolution, ensuring timely and effective outcomes that maintain high customer satisfaction.  
• Diagnose, Triage, and Resolve Issues: Analyze and prioritize incoming issues based on severity and business impact, applying strong problem-solving skills to identify root causes. Investigate defects, document findings, and either resolve issues directly or escalate with well-defined technical context.
• Leverage AI to Enhance Support Efficiency: Utilize AI-powered tools to accelerate issue diagnosis, improve response quality, and reduce resolution times. You will also contribute to refining AI-driven support workflows by providing feedback on tool effectiveness and identifying opportunities for automation.
• Collaborate Cross-Functionally: Work closely with Engineering and Product Management teams to advocate for customer needs, contribute to defect resolution, and influence product improvements. Your insights will help shape better product functionality and reliability.
• Enhance Knowledge and Support Operations: Contribute to Knowledge-Centered Service (KCS) by creating and maintaining high-quality documentation, including solutions related to configuration, customization, and integrations. You will also manage critical escalations and ensure clear, proactive communication with stakeholders.

The business outcomes you will impact include (but are not limited to):

• 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.

Your experience and skills
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.  

About the Team

The Global Customer Support team plays a critical role at Zuora, serving as a primary point of contact for customers and a key advocate for their overall experience. The team comprises over 100+ ZEOs across multiple global locations, strategically organized by functional expertise and support tiers. These tiers are designed to address increasing levels of complexity, aligned with the corresponding skills and experience required to effectively resolve customer needs.
Benefits

Zuora offers a comprehensive total rewards package designed to support ZEOs’ wellbeing, growth, and flexibility. While specific offerings may vary by country, we typically provide:

• Competitive compensation, variable bonus and performance-based reward opportunities, and retirement programs
• Medical, dental, and vision insurance
• Generous, flexible time off, plus paid holidays, wellness days, and a company-wide year-end break
• Paid parental leave (including fully paid leave for eligible ZEOs, subject to local policy)
• Learning & development stipend to support ongoing growth
• Opportunities to volunteer and give back, including charitable donation matching where available
• Mental wellbeing resources and support

*Benefits may vary by location; details will be shared during the interview process

#ZEOLife at Zuora

ZEOs (our employees) are empowered to take ownership, challenge the status quo, and make a real impact. We:

• Collaborate deeply across teams and regions
• Learn constantly and iterate often
• Build an inclusive, high-performance culture where people feel inspired, connected, and valued

Think, be and do you.
At Zuora, different perspectives, experiences, and contributions matter — everyone counts.

Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. We do not discriminate on the basis of, and consider individuals seeking employment with Zuora without regard to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to [email protected] (or local equivalent, where applicable).