Technical Support Engineer - Enterprise Accounts
Core
Provide timely, professional technical assistance to enterprise customers through email, phone, and live sessions, resolving complex issues across multiple Zoho products.
Role type
Senior IC technical support engineer (enterprise SaaS)
Builds
Zoho cloud-based software portfolio including CRM, Desk, Creator, Catalyst, Finance Suite, and Workplace
Domain
SaaS / Cloud-based software / Enterprise business applications
Required skills
Troubleshooting complex software issues, explaining technical concepts to non-technical audiences, managing multiple stakeholders, prioritizing issues in fast-paced environments, system health checks, performance optimization, API integration knowledge
Preferred skills
Administering SaaS and low-code platforms, coding or scripting with Python, Node.js, or JavaScript
Technologies
Zoho CRM, Zoho Desk, Zoho Creator, Zoho Catalyst, Zoho Finance Suite, Zoho Workplace, JavaScript, Python, Node.js
Responsibilities
Resolve critical incidents in collaboration with internal product and engineering teams, represent customer feedback and feature requests to product development teams, create and maintain knowledge base articles and FAQs, serve as a technical liaison between customers and product development teams, build strong enterprise customer relationships, communicate new and advanced features to customers, work with marketing, sales, account management, implementation, and solutions engineering teams
Seniority
Mid-to-Senior, hands-on IC
