Technical Support Engineer

Zoho Corporation is a globally recognized technology company headquartered in Chennai, India, with a presence in more than 180 cities worldwide. Founded in 1996, Zoho offers a suite of over 45 SaaS applications ranging from CRM, finance, HR, to collaboration tools, serving millions of users across enterprises, SMBs, and individuals. The company prides itself on building products that are affordable, secure, and continuously innovated by a highly skilled engineering and product team. Zoho’s culture is rooted in meritocracy, transparency, and a strong emphasis on work‑life balance, which has earned it consistent praise on employee review platforms. The Technical Support Engineer role is a front‑line position that bridges the gap between Zoho’s sophisticated product ecosystem and its diverse customer base. As a fresher‑friendly opportunity, the role is ideal for candidates with strong communication abilities and a passion for problem‑solving. You will handle voice‑based support for both domestic and international customers, diagnosing issues, guiding users through step‑by‑step resolutions, and ensuring a high first‑time‑resolution rate. The position operates on night shifts to align with global time zones, providing exposure to a wide variety of use‑cases and cultural interactions. **Key Responsibilities** 1. Respond to inbound and outbound customer calls, understanding and documenting issues accurately. 2. Perform root‑cause analysis and troubleshoot hardware, software, and network problems. 3. Guide customers through configuration, installation, and usage of Zoho products using clear, concise language. 4. Escalate complex tickets to higher‑level technical teams while maintaining ownership until closure. 5. Collaborate with the technical content team to identify documentation gaps and suggest improvements. 6. Maintain detailed logs in Zoho Desk or similar ticketing tools, ensuring SLA compliance. 7. Achieve and exceed customer satisfaction (CSAT) targets and first‑contact resolution metrics. 8. Participate in regular knowledge‑sharing sessions and training workshops. 9. Provide feedback on recurring issues to product and engineering teams for continuous improvement. 10. Adhere to night‑shift schedules and support international customers across different time zones. **Tech Stack & Tools**: Windows/Linux OS, basic networking concepts (TCP/IP, DNS), remote desktop tools, Zoho Desk, CRM, ticketing systems, Microsoft Office, and familiarity with SaaS applications. **Growth Path**: Starting as a Technical Support Engineer, high performers can progress to Senior Support Engineer, Team Lead, Customer Success Manager, or move into specialized product support and pre‑sales engineering roles. Zoho encourages internal mobility, continuous learning, and certifications. **Why Join Zoho?**: You will gain hands‑on experience with industry‑leading SaaS products, interact with a global clientele, and develop a robust foundation in technical support and customer success. The night‑shift schedule offers a unique work rhythm and the chance to build a global professional network early in your career.