September 19, 2024

Zuora

San José

Managed Services Engineer

Company Overview
At Zuora, we do Modern Business. We're helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It's an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world's most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.
The Team & Role
Zuora's customers have their primary business goals as a priority, and Managed Services is our solution to allow them to maximize their priorities. The Managed Services Engineer (MSE) understands business problems and technical solutions based on Zuora APIs, data exports and loads, and advanced configuration. The ideal candidate has 1 to 4 years of experience managing and troubleshooting software solutions, ideally in Billing, CRM, or ERP domains. A dedicated team will be available 24/7 to respond to customer needs and monitor their Zuora activity and platform. Your responsibility is to assist, drive, and lead a team of engineers to make sure the Managed Services team monitors the customer's Configuration Items (CIs), which include Workflows, API Integrations, Out-of-Box functions & Integrations, and anything in the platform that could impact them. You will react to incidents, troubleshoot problems, and act on behalf of the customer to resolve them where appropriate. You are the face of Zuora to the customer and will work with other Zuora teams to manage our services.
This is a remote position, so you'll work remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you're welcome to come into the office more often if you're nearby.

What you'll do

Monitoring and managing Zuora workflows and processes on behalf of customers where appropriate
Respond promptly to incidents, service requests, and alerts, and troubleshoot issues to resolution within agreed-upon SLOs.
Troubleshooting problems that arise
Communicating details around disruptions or potential problems as documented in-process materials and run books
Ensuring that any service disruptions are addressed in a timely manner according to run book instructions
Providing reports to customers on activity, failure rates, work volume, etc.
Provide input and assistance on processes and process documentation
This is not intended to be an exhaustive list of duties or responsibilities; at times other duties may be assigned as needed.

Your experience

Associate or higher degree in Computer Science, Computer Engineering, or a related major. A bachelor's degree is a plus.
1-4 years of experience managing and troubleshooting software solutions, ideally in Billing, CRM, or ERP domains
Need to have basic knowledge of Oracle SQL and PLSQL
Quick learner
Technical aptitude and ability to troubleshoot problems
Customer service skills
Communication skills
Strong tolerance for ambiguity; able to focus and execute in a changing environment
Self-starter who truly enjoys working in a fast-paced high volume transaction environment
Certification in technical engineering

Nice to haves:

Hands-on experience with Zuora products is a plus.

#ZEOLife at Zuora
As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it's exciting. Our people, whom we refer to as "ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we're making what's next possible for our customers, community and the world.
As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

Competitive compensation, corporate bonus program and performance rewards, 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
6 months fully paid parental leave
Learning & Development stipend
Opportunities to volunteer and give back, including charitable donation match
Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.
Location & Work Arrangements
Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.
Our Commitment to an Inclusive Workplace
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.
Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards 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 assistance@zuora.com.