Technical Support Engineer - Enterprise Accounts

Zoho USA•Austin, TX

2d•Onsite

About The Position

Zoho is seeking Technical Support Engineers to support its largest and highest-valued enterprise accounts. The role provides top-tier technical assistance to customers subscribed to Zoho’s Enterprise Support service, an 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 and maximize their investment in the Zoho ecosystem. The position is full-time and exempt, and is not remote. It includes customer engagement through email, phone, and live sessions, as well as travel to customer sites as required (approximately 20%).

Requirements

5–7+ years of experience in technical support engineering or customer success, preferably in SaaS or cloud-based software.
Strong understanding of business applications such as CRM, help desk, analytics, and ERP, including the ability to explain their value to enterprise clients and interpret varied organizational use cases.
Previous experience using Zoho applications, including Zoho CRM, Desk, Creator, Catalyst, Finance Suite, and Workplace, in both end-user and administrative capacities.
Strong troubleshooting skills and ability to resolve complex issues involving 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 directly with customers on-site, approximately 20%.
Must have the legal right to work in the United States without company sponsorship now or in the future; the position is not open to work visa sponsorship.
Successful applicants undergo a standard background check.

Nice To Haves

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

Responsibilities

Provide timely, professional technical assistance to enterprise customers through email, phone, and live sessions, addressing complex issues across multiple 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 to ensure prompt, effective solutions.
Develop deep knowledge of Zoho products, integrations, and APIs to troubleshoot 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 that 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 continued technical and strategic collaboration after the sale.
Keep product knowledge current and communicate new and advanced features to customers.
Work with marketing, sales and account management, implementation, and solutions engineering teams to support customer success after the sale.