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Senior Application Support Engineer

5.00 to 8.00 Years   Chennai   08 Nov, 2020
Zuora
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

What would you do all day

  • Resolve technical issues related to Zuora products and infrastructure as reported by our customers
  • Complex data analysis and investigation of networking and performance issues.
  • Work as a technical resource on engineering bridges and customer escalations on platform issues.
  • Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our Technical Operations team.
  • Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of Community articles
  • Serve as the Subject Matter Expert for platform-related questions
  • Define, coordinate, and prioritize customer feedback and ideas into engineering and product requirements for future enhancements. Work closely with Engineering and Product Management to implement these enhancements
  • Engage directly with customers on questions, issues, and best practice advice, Community, and other technologies.
  • Participate in 247 global coverage plan, including weekend on-call and holiday coverage

It s essential that you have

  • BABSMS (or equivalent) in a related discipline
  • A minimum of 5-7+ years of proven success in enterprise application support and customer service (experience with SaaS would be awesome!)
  • Experience with supporting complex Cloud systems SAAS architecture
  • Working and functional familiarity with Networking, Database, SOAP & REST API, HTTP, Tomcat & common cloud-based platform technologies
  • Excellent analytical, problem solving and multitasking skills
  • Proven track record of working with Technical and Network operations groups as well as Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations.
  • Ability to generate a sense of urgency and rally appropriate teams
  • Use your energy, drive, adaptability, and enthusiasm to perpetuate the positive vibes throughout the company and drive changes
  • It would be really nice if you had .
  • Understanding the fundamentals of performance-related triage and application issues.
  • Experience with large-scale multi-tier SaaS web applications
  • Experience with Sumo, ELK, Splunk or other large scale log management and analytics services
  • The ideal candidate will have a combination of Customer Support, Technical Support, DevOps and Engineering experience, and background
  • Salesforce experience

Internal notes on above edits

  • Thoughts on experience
  • 5-7 year experience range cited above is ballpark, but likely minimum for desired candidate skillset
  • A higher level of support experience will likely merit Senior title
  • The fact that this is a customer-facing role must be emphasized
,

Keyskills :
sqltroubleshootingcustomer relationsfunctionaljavadata analysislog managementproblem solvingcustomer servicecustomer supportequipment supplyweb applicationstechnical supportknowledge sharingproduct managementnetwork operationsapplication s

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