Technical Support Engineer

Costa Rica

Company Overview

At Zuora, we power the world’s shift to Modern Business. We’re helping people and companies subscribe to a better way of doing business—one that’s built on recurring relationships instead of one-time transactions, creating more value for customers, companies, and the planet.

As pioneers of the Subscription Economy, our platform and expertise help the world’s most innovative organizations—from disruptive startups to global enterprises—monetize new business models, nurture long-term subscriber relationships, and optimize their digital experiences.

Join us as we transform industries and shape the future of how businesses grow.

This is a hybrid position, so you'll work both remotely and in the office.

The Team & Role

At Zuora, we’re building the future of subscription experiences — and we’re looking for a passionate Support Analyst/Engineer to join our global team. If you love solving complex technical problems, helping customers succeed, and working across cutting-edge technologies, this is the role for you.

You’ll be the trusted technical expert our customers rely on, helping them resolve issues quickly and effectively while driving meaningful improvements to our products and services. This is an opportunity to make a direct impact on customer satisfaction, product quality, and Zuora’s overall success.

What you’ll do

• Be the frontline technical expert — diagnosing, troubleshooting, and resolving complex application issues for our customers.
  
• Assist in putting action plans in place and facilitating effective communications
  
• Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers' successful use of our products and drive adoption.
  
• Stay informed and up-to-date on the latest product functionality, its dependencies, the underlying architecture, and their operational implications.
  
• Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance.
  
• Participation in a weekly on-call rotation and weekend coverage for the production incident resolution team.
  
• Work with various cross-functional teams to understand the root cause of issues reported and suggest alternate options and workarounds where appropriate.
  
• Research and develop solutions for customer support cases using extensive product knowledge and troubleshooting techniques.
  
• Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
  
• Author technical documents on common issues and solutions to build the knowledge base.
  
• Establish strong working relationships with Engineering, Global Services, Sales, Technical Operations, Product Management, and other internal resources as appropriate.

Your experience

• Bachelor’s Degree in Computer Science, Engineering, or equivalent hands-on experience.
  
• A minimum of 3 - 5 years of proven success in Enterprise application support and customer service
  
• Able to provide alternate solutions and to exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
  
• Understanding of basic financial accounting concepts and terms.
  
• Understanding of relational database management system (RDBMS) concepts.
  
• Technical understanding of web technologies, networking, development, and production support methodologies is desired.
  
• Experience developing or supporting SOAP-based and REST APIs, web-based development, XML, Java, and SQL.
  
• Strong ticket management experience with a demonstrated ability to manage competing priorities.

#ZEOLife at Zuora

At Zuora, we’re constantly learning, innovating, and growing. Our people—known as ZEOs—are empowered to take ownership, challenge the status quo, and make a lasting impact.

We collaborate deeply, think boldly, and support one another to make what’s next possible—for our customers, our communities, and each other.

We offer:

• Competitive compensation, bonus opportunities, and retirement programs
• Comprehensive medical, dental, and vision coverage
• Generous, flexible time off
• Paid holidays, wellness days, and a company-wide year-end break
• 6 months of fully paid parental leave
• Learning & development stipend
• Opportunities to give back, including volunteer time and donation matching
• Mental wellbeing resources and support

(Benefits may vary by location; details will be shared during the interview process.)

Location & Work Arrangements

Zuora teams are empowered to design flexible, intentional ways of working. Whether remote, hybrid, or in-office, we balance flexibility with accountability—to each other, our customers, and our mission.

For most roles, you’ll have the freedom to work where you’re most productive while staying connected to your team and the broader ZEO community.

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 [email protected]