APPLICATION SUPPORT ENGINEER CPQ at Zuora
San Mateo, CA, US
Zuora is a SaaS company and the world’s foremost evangelist of the Subscription Economy®. Zuora’s leading subscription relationship management platform helps enable businesses in any industry to launch or shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, open new revenue streams, and disrupt market segments to gain competitive advantage. Zuora serves more than 800 companies around the world in every industry. The Subscription Economy Index (SEI) demonstrates that SEI companies are growing revenues approximately nine times faster than the S&P 500. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Denver, San Francisco, London, Paris, Beijing, Sydney and Tokyo.

We are looking for an Application Support Engineer - CPQ to join our Customer Support Services & Community Team, recipient of four Stevie Awards in recent years which recognize the accomplishments and contributions of companies and business people worldwide.
Our vision is simple, to provide all customers just-in-time solutions empowering them to operate and grow their subscription business.

Why should you apply for Zuora Customer Support?

You will be challenged on a daily basis to understand our customers’ use cases and provide the best solutions - the learning will never stop!
We offer continuous career development and knowledge training.
Our management team grows and motivates individuals through coaching and mentoring, creating a rewarding and challenging work atmosphere.

As an integral member of our Customer Support organization, our ideal candidate will provide Level 1 and 2 support and work closely with Customer Success and Engineering and Services. The Application Support Engineer - CPQ will partner effectively with the Engineering group to investigate and help resolve complex issues with our CPQ product. This is a perfect position for someone who is passionate about providing product support to our customers and partners. As the subject matter is highly technical and sophisticated in nature, this position requires an individual with technical prowess and impressive customer-facing skills.


What would you do all day?

Provide Level 1 and 2 customer support for our CPQ product suite
Serve as the CPQ subject matter expert and resource for team members
Handle sensitive escalation issues and conflicting/competing priorities
Provide feedback and prioritize to the Product organization on feature requests and bug fixes
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
Document ticket solutions into Community articles and moderate discussion boards
Become broadly versed in additional Zuora products
Participate in 24/7 global coverage plan, including weekend on-call and holiday coverage


It is essential that you have:

BA/BS/MS (or equivalent) in a related discipline
A minimum of 2 - 5 years of proven success in enterprise application support and customer service (experience with SaaS would be awesome!)
Experience in troubleshooting, and triage with one or more Customer Relationship Management Solution (such as Oracle, SalesForce.com, SAP, Siebel or other CPQ software)
Integration knowledge with Salesforce.com components including but not limited to API’s, APEX Web Services, Apex Call Outs, outbound messaging, SSO, and data loaders
Understanding of the configuration of SFDC and portals including but not limited to developing custom objects, work-flow business rules, and validation rules
Experience working in/supporting RDBMS platforms such as MySQL and MSSQL - must know how to run and understand SQL queries in a relational database system.


It would be really nice if you had:

Salesforce.com certifications
Experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript
CPQ (Configure-Price-Quote) or billing system experience

Heidi Burns

Community Manager

Heidi joined WIN in February 2016 as Head of Community. Prior to WIN, Heidi founded Project Happy Hearts and has held positions at DocuSign, Eventbrite and H.Bloom. She studied business at Cal Poly San Luis Obispo and has her Masters in Social Entrepreneurship from University of Southern California, Marshall School of Business. As a Southern California native she enjoys spending her spare time at the beach and rooting for the Lakers.

Patrick Blute

Community Manager

Patrick Blute is from Cape Cod, Massachusetts. Before studying Sustainable Development at Columbia University, Patrick was a travel show host touring in over 54 countries. He has worked with companies such as Switch Communications, BackOffice Associates, National Geographic, and as a theatre producer in New York. He is an active alumni of the Coca-Cola Scholars Foundation and passionate about content creation, event management, and public speaking. Patrick is extremely excited to work in the intersection of technology and culture.

Jonathan Pines

Director

jp Before joining WIN, Jonathan co-founded GiftRocket (Y Combinator W11) and was a Software Engineer at Facebook. He is also an active angel investor. Jonathan studied math at Stanford and CS at Harvard. He enjoys thinking about interesting ideas and helping founders make them happen.

Kevin Webb

Director

kw Having grown up and been educated in Silicon Valley, Kevin has had little choice but to become completely dependent on the Internet. He studied Human Biology at Stanford, and has worked at companies such as Dash Navigation (acquired by RIM) and FunnyOrDie, as well as the Santa Clara County Public Health Department and the American Museum of Natural History in New York. Kevin’s background lies primarily in writing, web design, and social marketing, and when he’s not working on WIN, he’s generally spending time with friends or writing field shows for the Stanford Band.

Jeremy Schneider

Director

jJeremy Schneider joined WIN as a Senior Associate in January, 2011. Prior to WIN, Jeremy was a Senior Associate Consultant at Bain & Company in San Francisco, where he focused on technology companies and worked in the Private Equity Group. He graduated Summa Cum Laude, Phi Beta Kappa from Dartmouth College, where he majored in History. He has a Master’s degree in Economic and Social History from The University of Oxford, where he was a Clarendon Scholar. Jeremy grew up in the Bay Area and is thrilled to have the opportunity to work closely with entrepreneurs and to immerse himself in the world of start-ups.

Michael Neril

Co-Founder and Affiliate

Michael has worked with technology startups for 15 years as an advisor, investor, co-founder or operator.   Michael is a co-foundmner of Webb Investment Network (“WIN”), which he launched in 2010. As Managing Director, Michael led all investment activities for the firm, focused largely on enterprise cloud applications, marketplaces, and mobile marketing platforms, investing in over 50 companies across these sectors. Prior to WIN, Michael worked at LiveOps, a cloud-based contact center and labor marketplace, where he ran business development for its next-generation virtual work marketplace.  While there, he also incubated and ran the fastest growing product line within the Company. Michael joined LiveOps after it acquired the second of two technology startups which he co-founded called Ooreka, a virtual work marketplace.  Michael started his career as an investment banker in ING Barings’ Technology Group where he primarily advised venture-backed startups on M&A and corporate finance activities. Michael is also a mentor at several startup accelerators. Michael earned a BA in International Relations from Tufts University.  

Maynard Webb

Founder

mw Maynard Webb is a 30-year veteran of the technology industry. An active leader in the technology and business community, Maynard serves as a board member, investor, philanthropist and mentor to young entrepreneurs. As the founder of the Webb Investment Network (WIN), a seed investment firm dedicated to nurturing entrepreneurs, Maynard brings his experience developing and leading high-growth companies. WIN provides its portfolio companies with mentorship and on-demand access to an affiliate network of over 80 industry experts.

Irene Webb

CFO

“iw” Irene has been involved in the tech world since 1982. After graduating Rutgers with a degree in statistics, and forecasting sales for Breck and Pine Sol products at American Cyanamid, she went on to earn her MBA from East Carolina University. Eager to begin her tech career outside of her home state of New Jersey, she took a programming job (and later finance roles) with IBM in Boca Raton, Florida where she first met Maynard. Irene later worked at Thomas Conrad and then Quantum Corp before taking leave to focus on her family. She came out of retirement in 2010 to manage WIN's finances. When not managing WIN's budget, Irene enjoys traveling and playing golf.

Katie So’Oto

Executive Assistant

“ks” Katie comes to WIN with years of administrative experience from her prior roles at Tellme, (a Microsoft subsidiary), Russell Reynolds Associates and most recently Sofinnova Ventures. She brings a wonderful, positive attitude and service oriented approach to her role. Katie is a bay area native and lives in Redwood City with her husband and four boys.

Dena Porter

Business Operations Manager

WINteamHeadshotsDPDena brings more than a decade of ‘behind-the-scenes’ productivity and organizational knowledge to the fast-flowing stream of information and infrastructure at WIN. She has held positions in Silicon Valley start-ups fusionOne and Baynote and has teamed with Maynard for years at eBay, LiveOps and now WIN. Dena is fascinated by all things technology keeping her in tune with WIN’s existing and prospective portfolio companies.