Technical Support Engineer - Enterprise Accounts

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.

Role

Zoho is seeking technical support engineers to help support our largest and highest-valued accounts. You will provide top-tier technical assistance to customers subscribed to Zoho’s Enterprise Support service, an exclusive offering to organizations that require on-demand support for their mission critical business operations. This role involves troubleshooting complex technical issues, offering proactive support, and collaborating closely with enterprise customers to ensure their success with Zoho’s products. You’ll act as a trusted advisor, helping key accounts maximize their investment in the Zoho ecosystem.

Skills

• 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.

Responsibilities

• Customer Support: Provide timely and professional technical assistance to enterprise customers through email, phone, and live sessions, addressing complex issues spanning multiple Zoho products.
• Proactive Engagement: Partner with assigned enterprise accounts to offer proactive support, including system health checks, performance optimization, and issue prevention strategies.
• Incident Management: Own and resolve critical incidents by collaborating with internal product and engineering teams, ensuring prompt and effective solutions.
• Technical Expertise: Develop a deep understanding of Zoho’s product suite, integrations, and APIs to troubleshoot and resolve advanced customer issues.
• Customer Advocacy: Act as the voice of the customer, conveying feedback and feature requests to the product development teams.
• Documentation: Create and maintain knowledge base articles, FAQs, and other documentation to help customers resolve issues independently.
• Technical Leadership: Act as a technical liaison between customers and the product development teams ensuring clear communication of customer needs.
• Relationship Building: Foster strong relationships with enterprise customers to drive ongoing technical and strategic collaboration post-sale.
• Product Expertise: Continuously update your knowledge of Zoho’s extensive product suite to effectively communicate new and advanced features to customers.
• Cross-functional Collaboration: Work closely with marketing, Sales
• & Account Management, implementation, and solutions engineering teams to ensure customer success post-sale.

Compensation/Benefits

Competitive salary based on experience, with a performance-based bonus structure. Full benefits package, including medical, dental, vision, and employer-matching 401k. This is a full-time, exempt position.

Please note, this is not a remote position.

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.

To be considered for employment, all candidates must have the legal right to work in the United States without company sponsorship now or in the future. This position is not open to sponsorship for work visas. Successful applicants undergo a standard background check.

Please no phone calls or office visits.