Jayalakshmi Maran
Zuora
Chennai
8
years of professional experience
Senior Technical Support engineer with 8+ years of experience in Zuora, specializing in subscription, billing, invoicing, payments, finance and solving complex customer facing technical issues.
Experienced in troubleshooting order-to-cash processes, analyzing billing and payment issues, identifying root causes, collaborating with Engineering, Product and Customer, driving complex issues through resolution.
Work History
Senior Technical Support Engineer
1 Year- Owned high-priority, technically complex customer issues from initial investigation through resolution, ensuring clear communication with stakeholders.
- Troubleshoot complex issues and provide technical support for enterprise SaaS customers using Zuora's subscription billing management platform.
- Performed detailed root cause analysis by correlating customer configurations, billing data, system behavior, logs, API responses, and business requirements to identify underlying issues.
- Partner closely with the Engineering, Product, Customer Success and other internal teams to investigate product defects, configuration issues and complex billing scenarios.
- Mentored and supported team members in their learning paths regarding Zuora product and customer support processes, and enhancing overall team capability.
- Leverage AI tools and Identify opportunities to reduce repetitive manual support activities through automation, AI-assisted workflows and improved troubleshooting processes.
Application Support Engineer III
1 Year 10 MonthsApplication Support Engineer II
2 Years 3 MonthsApplication Support Engineer
2 Years 10 MonthsEducation
Bachelor of Computer Science And Engineering
Skills
Zuora Billing and Subscription Management
Application troubleshooting
Root-cause analysis
Technical support strategy
Escalation support
Ticket management
Cross functional collaboration
Technical Skills
- Zuora Order-to-Cash Operations
- API troubleshooting(Postman)
- REST/SOAP APIs and SQL
- Troubleshooting Workflows and Integrations
- Log Analysis(Kibana, Grafana)
- AI Integration(Glean, ChatGPT, Playerzero)
Timeline
Senior Technical Support Engineer
Zuora
10.2025 - CurrentRead More
Application Support Engineer III
Zuora
11.2023 - 09.2025Read More
Application Support Engineer II
Zuora
08.2021 - 11.2023Read More
Application Support Engineer
Zuora
10.2018 - 08.2021Read More
GKM College of Engineering & Technology
Bachelor of Computer Science And Engineering
Read More