Technical Support Engineer

About us

Zoho Corporation is a leading technology company with over 9000+ employees worldwide with customers in over 180+ countries. With more than 50 million business users around the globe, Zoho is excited to be driving innovation in every aspect of business software and is now looking for the right candidate to join our team.

If you are interested to be associated with a global leader in cloud and business solutions, please read on.

Job Description

We are looking for a Tech support engineer who would like to work with a world-class IT Management SaaS product that specializes in IT monitoring platforms. 

As part of the Site24x7 Technical support team at Zoho, your focus is to deliver post-sales support and solutions to the Site24x7 customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Site24x7 product features. As a primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Site24x7 team developers on diverse customer situations and escalated issues.

As a Technical Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address critical customer issues. 

Responsibilities

• Manage and resolve challenging issues for Site24x7 partners and customers.
• Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the Site24x7software and platform.
• Gain an understanding of the Site24x7 platform and all core functionality.
• Analyze data to isolate the potential cause of the issue.
• Involve others to accomplish personal and group goals.
• Deliver voice, email, chat-based technical support
• Conduct online demos and customer training
• Requirement gathering and analysis
• Deliver accurate and timely solutions to customers