Technical Support Engineer - Enterprise Accounts

Zoho USA•Austin, TX

3d•Onsite

About The Position

Zoho is seeking Technical Support Engineers to support its largest and highest-valued accounts. The role provides top-tier technical assistance to customers subscribed to Zoho’s Enterprise Support service, an exclusive offering for organizations that need on-demand support for mission-critical business operations. The engineer troubleshoots complex technical issues, provides proactive support, and works closely with enterprise customers to help them succeed with Zoho products. The role also serves as a trusted advisor, helping key accounts maximize their investment in the Zoho ecosystem. This position is full-time and exempt, is not remote, and may require travel to customer sites as needed (approximately 20%). Candidates must have the legal right to work in the United States without current or future company sponsorship. Successful applicants undergo a standard background check.

Requirements

5–7+ years of experience in technical support engineering or a customer success role, preferably in SaaS or cloud-based software.
Strong understanding of business applications such as CRM, Help Desk, Analytics, and ERP, and ability to explain their value to enterprise clients and interpret organizations’ varied use cases.
Experience with Zoho applications, including Zoho CRM, Desk, Creator, Catalyst, Finance Suite, and Workplace, as both an end user and administrator.
Strong troubleshooting skills, including resolving complex issues related to software applications, integrations, and APIs.
Excellent verbal and written communication skills, including 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 with customers onsite (approximately 20%).
Legal right to work in the United States without company sponsorship now or in the future.
Successful completion of a standard background check.

Nice To Haves

Experience administering SaaS and low-code platforms.
Coding experience, including scripting, Python, NodeJS, or JavaScript.

Responsibilities

Provide timely, professional technical assistance to enterprise customers by email, phone, and live sessions, addressing complex issues across Zoho products.
Partner with assigned enterprise accounts to provide 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.
Develop deep knowledge of Zoho products, integrations, and APIs to troubleshoot and resolve advanced customer issues.
Represent the customer by conveying feedback and feature requests to product development teams.
Create and maintain knowledge-base articles, FAQs, and other documentation to help customers resolve issues independently.
Serve as a technical liaison between customers and product development teams, communicating customer needs clearly.
Build strong relationships with enterprise customers to support ongoing technical and strategic collaboration after the sale.
Keep current on Zoho products and features to communicate new and advanced capabilities to customers.
Collaborate with marketing, Sales & Account Management, implementation, and solutions engineering teams to support customer success after the sale.