About the job

A Technical Support Engineer is responsible for helping customers troubleshoot software, application, and technical issues. The role involves investigating problems, providing solutions, documenting incidents, and working with development and product teams to resolve complex issues.

Responsibilities

• Provide technical support to customers through email, chat, phone, or support platforms.
• Troubleshoot and resolve software, application, configuration, and connectivity issues.
• Analyze error messages, system logs, and technical information to identify root causes.
• Reproduce customer-reported issues and provide appropriate solutions or workarounds.
• Escalate complex technical problems to development or engineering teams when required.
• Maintain accurate records of customer issues, troubleshooting steps, and resolutions.
• Assist customers with product configuration, installation, and usage.
• Monitor support tickets and ensure issues are resolved within agreed service levels.
• Collaborate with Product, QA, Engineering, and Customer Success teams.
• Create and maintain technical documentation, knowledge-base articles, and troubleshooting guides.

Minimum Qualifications

• Strong troubleshooting and problem-solving skills.
• Basic knowledge of SQL, databases, APIs, and networking concepts.
• Understanding of software applications and operating systems.
• Ability to analyze logs and identify technical issues.
• Good knowledge of ticketing and support tools.
• Strong written and verbal communication skills.
• Good customer-service and interpersonal skills.
• Ability to explain technical concepts in simple language.
• Strong analytical and diagnostic abilities.
• Ability to work effectively with cross-functional teams.

More about the company

Zoho Corporation is a global, privately held software company that develops cloud-based business applications for organizations of different sizes. Founded in 1996, Zoho has grown from a single-product company into a broad software ecosystem covering CRM, finance, HR, customer support, collaboration, analytics, and other business functions.

Zoho is known for its product-focused and R&D-driven approach. The company says it prefers building products internally rather than relying heavily on acquisitions, and it has remained privately held rather than pursuing an IPO.

“Zoho is a global software company that develops cloud-based business applications across CRM, finance, HR, customer support, collaboration, analytics, and productivity, helping businesses simplify operations and grow through technology.”