Application Engineer - Tier 1

ValGenesisChennai

On-site Full-time

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Experience Level

Entry Level

Qualifications

Qualifications:Strong problem-solving skills and technical aptitudeExcellent communication and interpersonal abilitiesAbility to work collaboratively in a team-oriented environment

About the job

About ValGenesis

ValGenesis is a premier digital validation platform that empowers life sciences companies to achieve transformative success. Our suite of innovative products is trusted by 30 of the top 50 global pharmaceutical and biotech organizations, enabling them to embrace digital transformation, ensure total compliance, and enhance manufacturing excellence across their product lifecycle.

Discover the advantages of joining ValGenesis, the recognized leader in paperless validation for Life Sciences: valgenesis.com/about

Role Overview:

About ValGenesis

ValGenesis is at the forefront of digital validation, delivering cutting-edge solutions that facilitate compliance and efficiency for life sciences industries worldwide. Our mission is to drive innovation and excellence through technology.

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Application Support Engineer II

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About Zuora Zuora helps businesses adapt and grow in changing markets. The Zuora platform supports a range of business models, including subscription services, usage-based pricing, and AI-powered solutions. Companies use Zuora to launch new products, automate complex billing, and build steady, recurring revenue. With over a decade of experience shaping the Subscription Economy, Zuora is building a flexible quote-to-cash platform. This foundation helps organizations monetize products and services with agility and intelligence. Role Overview The Application Support Engineer II joins Zuora's Global Customer Support team. This role focuses on delivering technical support for Zuora Billing and applying AI tools to improve customer experience and support processes. The position offers opportunities to deepen product knowledge, drive product improvements, and shape modern support workflows. What You Will Do Level 2 Technical Support: Handle complex customer inquiries for Zuora Billing via ticketing systems and live channels, such as Zoom. Own cases from intake to resolution, ensuring timely and thorough solutions that maintain high customer satisfaction. Issue Analysis and Resolution: Prioritize and assess incoming issues based on urgency and business impact. Use analytical skills to identify root causes, investigate defects, document findings, and resolve or escalate cases with clear technical context. AI-Driven Support: Use AI tools to speed up issue diagnosis, improve response quality, and reduce resolution times. Provide feedback on AI tool performance and suggest ways to automate and improve workflows. Collaboration: Work closely with Engineering and Product Management to advocate for customer needs, assist with defect resolution, and influence product improvements. Share insights to help enhance product reliability and functionality. Knowledge Sharing and Escalation Management: Contribute to Knowledge-Centered Service (KCS) by creating and maintaining documentation on configuration, customization, and integrations. Manage critical escalations and communicate proactively with stakeholders. Location This position is based in Chennai, Tamil Nadu, India.

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