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About the Role
Zoho is seeking technical support engineers to provide top-tier technical assistance to customers subscribed to Zoho’s Enterprise Support service. This role involves troubleshooting complex technical issues, offering proactive support, and collaborating closely with enterprise customers to ensure their success with Zoho’s products.
Responsibilities
- Provide timely and professional technical assistance to enterprise customers through email, phone, and live sessions, addressing complex issues spanning multiple Zoho products.
- Partner with assigned enterprise accounts to offer proactive support, including system health checks, performance optimization, and issue prevention strategies.
- Own and resolve critical incidents by collaborating with internal product and engineering teams, ensuring prompt and effective solutions.
- Develop a deep understanding of Zoho’s product suite, integrations, and APIs to troubleshoot and resolve advanced customer issues.
- Act as the voice of the customer, conveying feedback and feature requests to the product development teams.
- Create and maintain knowledge base articles, FAQs, and other documentation to help customers resolve issues independently.
- Act as a technical liaison between customers and the product development teams ensuring clear communication of customer needs.
- Foster strong relationships with enterprise customers to drive ongoing technical and strategic collaboration post-sale.
- Continuously update your knowledge of Zoho’s extensive product suite to effectively communicate new and advanced features to customers.
- Work closely with marketing, Sales & Account Management, implementation, and solutions engineering teams to ensure customer success post-sale.
Requirements
- 5-7+ years experience in a technical support engineering or customer success role, preferably in SaaS or cloud-based software
- Strong technical understanding of business applications (CRM, Help Desk, Analytics, ERP, etc.) and the ability to present their value to enterprise clients, as well as interpret disparate use cases that organizations may have in adopting these technologies.
- Previous experience of Zoho applications including Zoho CRM, Desk, Creator, Catalyst, Finance Suite, Workplace, both from an end user and administrative capacity.
- Strong troubleshooting skills with the ability to resolve complex technical issues related to software applications, integrations, and APIs.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
- Experience working with enterprise customers and managing multiple stakeholders.
- Ability to prioritize and manage multiple issues in a fast-paced environment.
- Willingness to travel as required to engage directly with customers on-site (~20%)
- Preferred: experience with administering SaaS & low-code platforms, and coding: scripting, Python, NodeJS, JavaScript.
- Must have the legal right to work in the United States without company sponsorship now or in the future.
- Successful applicants undergo a standard background check.
Skills
- Technical Support Engineering
- Customer Success
- SaaS
- Cloud-based software
- Business Applications (CRM, Help Desk, Analytics, ERP)
- Zoho applications (CRM, Desk, Creator, Catalyst, Finance Suite, Workplace)
- Troubleshooting
- Software applications
- Integrations
- APIs
- Verbal communication
- Written communication
- Enterprise customer management
- Stakeholder management
- Prioritization
- Time management
- SaaS administration
- Low-code platforms
- Scripting
- Python
- NodeJS
- JavaScript
Location
- Onsite
Work Type
- Full-time
- Exempt
Experience Level
- 5-7+ years
Salary/Compensations
- Competitive salary based on experience
- Performance-based bonus structure
Benefits
- Full benefits package
- Medical
- Dental
- Vision
- Employer-matching 401k
About the Company
- Over the past 30 years, Zoho's portfolio of cloud-based business software has grown from a single online word-processing tool to a comprehensive product suite that covers an industry-leading range of use cases, including sales, marketing, support, accounting, human resources, project management, business intelligence, and custom app development.
- With 55+ products on offer—and even more in the development pipeline—Zoho is a powerful, integrated ecosystem of advanced business solutions.
Equal Opportunity
- Zoho Corp. is an equal opportunity employer and is committed to providing a work environment free of discrimination on the basis of sex, race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by federal, state or local law.