About the job
About Zuora
Zuora helps businesses adapt and grow by supporting a range of modern business models, from subscriptions and usage-based pricing to AI-powered offerings. The platform enables organizations to introduce new products, simplify billing, and build predictable revenue streams. With over a decade of experience shaping the Subscription Economy, Zuora continues to evolve, now building a unified quote-to-cash platform designed for flexibility and AI-readiness.
Role Overview: Application Support Engineer II
This Level 2 Application Support Engineer role is part of Zuora’s Global Customer Support team in Chennai. The position focuses on delivering technical support for Zuora Billing, with a strong emphasis on integrating AI tools to improve both customer experience and internal workflows. The role offers the chance to expand expertise in Zuora Billing, contribute to product enhancements, and help modernize support operations through AI-driven processes.
What You Will Do
- Advanced Technical Support: Provide Level 2 support for Zuora Billing by diagnosing and resolving complex customer issues via ticketing systems and live channels such as Zoom. Take full ownership of cases from intake to resolution, maintaining a high standard of customer satisfaction.
- Issue Diagnosis and Resolution: Assess and prioritize incoming cases based on business impact and severity. Use analytical skills to identify root causes, investigate defects, document findings, and resolve or escalate issues with detailed technical information.
- AI-Enhanced Support: Apply AI tools to speed up diagnosis, improve response quality, and reduce resolution times. Offer feedback on AI tool performance and help identify opportunities for automation within support workflows.
- Cross-Team Collaboration: Work closely with Engineering and Product Management to represent customer needs, assist in resolving defects, and provide input that shapes product improvements.
- Knowledge Sharing and Escalation Management: Contribute to a Knowledge-Centered Service (KCS) approach by creating and updating documentation on configuration, customization, and integrations. Manage critical escalations and ensure proactive, clear communication with stakeholders.
