Technical Support Specialist

Zoho; Hyderabad; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Zoho in Hyderabad, India is seeking a Senior Technical Support Specialist with 5+ years of software product support experience. You will engage customers, troubleshoot complex issues, and collaborate with Product, Implementation, and Engineering teams to deliver top-notch solutions.

The role requires strong SQL or Postman skills, excellent multitasking and organizational abilities, and a Bachelor’s degree in a related field.

Qualifications

• 5+ years of experience in software product technical support.
• Experience of SQL and/or Postman.
• Ability to multitask, prioritize and manage time effectively.
• Strong organization skills and attention to detail.
• Proficient technical skills with the ability to quickly learn and leverage new software.
• Bachelor’s Degree in a related field.

Responsibilities

• Field inbound questions and advise on resolutions based on product knowledge.
• Maintain up-to-date knowledge of the client platform.
• Troubleshoot features and integrations to remediate issues and route to engineering.
• Proactively identify patterns in customer inquiries to improve the software platform.
• Build trust with customers and act as their point of contact for troubleshooting.
• Document customer interactions and maintain records.
• Expand and refine self-help articles and resources.
• Respond to inbound chat, email and phone requests.
• Collaborate with Product, Engineering and Implementation teams to resolve issues.

Skills

SQL

Postman

Multitasking

Organization

Technical skills

Education

Bachelor’s Degree in a related field

Job description

• Date Opened 11/19/2025
• Job Type Full time
• Work Experience 5+ years
• Country India

Job Description

Full Time

2-11 PM IST

5+ years experience.

We are searching for a Technical Support Specialist to join our rapidly growing team.

This role will report to the VP of Engineering and will work cross-functionally with our Product, Implementation, and Engineering Teams.

The Technical Support Engineer is responsible for world-class client engagement, application troubleshooting and ongoing relationship building with our customers.

The right candidate will bring a customer‑centric approach to support and will have an opportunity to impact our customer success strategy.

Responsibilities

• Communicate directly to end‑users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge
• Act as a subject matter expert of the client platform and maintain up‑to‑date product knowledge
• Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team
• Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform
• Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting
• Maintain diligence and keep strong records and documentation of customer interactions
• Expand and refine our customer‑facing self‑help library of articles
• Follow Client’s communication best practices and guidelines for customer engagement
• Respond to inbound chat, email and phone support requests
• Maintain and produce various customer‑facing reporting documents
• Manage and refine the complete listing of customer challenges involving the product and/or engineering teams
• Communicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback
• Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions

Requirements

• 5+ years of experience in software product technical support
• Experience of SQL and/or Postman
• Ability to multitask, prioritize and manage time effectively
• Strong organization skills and attention to detail
• Proficient technical skills with the ability to quickly learn and leverage new software
• Bachelor’s Degree in a related field

Desired Qualifications

• Prop erty or real estate experience
• Previous experience working in a startup