Technical Support Engineer - San José, Costa Rica - Zuora

Empresa verificada
San José, Costa Rica

hace 1 semana

Andrea Rodríguez

Publicado por:

Andrea Rodríguez

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Over the past 15 years, we have seen a shift in the focus of business models across every industry - from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships.

This is the "Subscription Economy" a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it:

Companies have realized that the path to growth going forward is to establish direct, digital relationships with their customers, and monetize these relationships through an ever growing set of digital services.

Our vision is simple:

we call it "The World Subscribed." It's the idea that one day every company will join the Subscription Economy - a $1.5 Trillion opportunity by 2025 according to UBS.

Our mission:
to power the world's best companies to win in the Subscription Economy.

Zephr, a Zuora Company
Newly acquired by Zuora, Zephr's platform powers nearly eight billion requests a month and dynamic, personalized subscriber experiences.

When combined with data from Zuora's Billing, Collect, and Revenue systems - the resulting solution will empower companies across industries, especially media, to nurture and monetize their subscriber relationships by better understanding their behaviors, experimenting with the right digital offerings, and optimizing their digital experiences.

_ In this role you'll get to_
- _Triage, investigate, and resolve support tickets of all ranges of complexity, working both independently, in concert with other Support staff, and internal and customer-facing departments e.g Product, Engineering, CloudOps, Customer Success Managers, Customer Business and Tech teams, etc._
- _Manage critical incidents to successful resolution (P0, P1)_
- _Troubleshoot and assist relevant resources with identifying bugs and defects, including clear replication instructions._
- _Manage timely communications with internal and external parties to meet SLAs._
- _Create and distribute RCA documentation._
- _Where appropriate, guide, mentor, train, and up-skill less-experienced Support Engineers._

_Who we're looking for_

  • You are a wellrounded technical generalist with demonstrable SaaS Solutions Support Engineering experience, with advanced skills in and understanding of:_
- _Web Development - expert with Web debugging (Dev Tools, etc)_
- _Content Management Systems e.g. WordPress, Brightspot, SPAs, AMP, etc_
- _Web Performance, Security (OWASP), CDN Edge Delivery/Technology, caching, configuration e.g. CloudFront, Akamai, Fastly, Cloudflare, Varnish, etc_
- _Customer Engagement_
- _Solutions Architecture_
- _SaaS Delivery Methodologies_
- _AWS CloudFront, CloudWatch (Logs Insights), WAF/Shield, SES, EC2, Certificate Mgr, etc_
- _Networking
  • SSL/TCP/HTTP/cURL/IPv4, etc (expert)_
- _Command Line/Terminal (expert)_
- _SQL (expert)_
- _Scripting e.g Python, JS, PHP, etc (adequate to competent)_
- _Issue Triage, Analysis, Troubleshooting, Resolution_
- _Set-up and configuration of SaaS offerings_

- _Desirable:_

- _Direct publishing/media industry experience_

_Working Traits_
- _Hands-on, start-up work ethic_
- _Empathetic, Customer-focused approach to problem-solving_
- _Technically proficient, business-friendly_
- _Trusted and articulate solution provider_
- _Mostly tactically focused, strategically cognizant/aligned_
- _Confident, self-reliant, independent_
- _Tenacious, creative, exacting; driven to exceed expectations_

_General Traits_

  • This role requires a solid grounding in SaaS, Content Management, User Management, and Web technology, tools, and principles in general you are technically adept and keen to learn._
- _You are a fluent English speaker with a strong command of the language, capable and confident when communicating verbally and in writing, from shop-floor to boardroom._
- _You are organized, detail-oriented, independent, self-motivated, communicate clearly and regularly with customers and colleagues alike, and are adept at remote working._
- _Finally, you are flexible, you thrive on helping others, you strive to be your best, and, while you take yourself and your work seriously, you have a keen sense of humor and enjoy being part of the team._

- _Competitive compensation, company equity, and retirement programs_
- _Medical, dental and vision insurance_
- _Paid holidays and "wellness" days and company-wide winter break_
- _Generous, flexible time off_
- _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_

About Zuora
As the Subscription Economy leader, Zuora empowers today's innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recent

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