What are the responsibilities and job description for the Enterprise Support Engineer - BI Platform position at Zoho US?

Job Description

Zoho builds cloud-based business software for a wide array of industries and purposes. We are currently expanding our support operations for one specific application, Zoho CRM, and we are seeking technology enthusiasts to join our inbound phone and email support team. Our team is comprised of people from various professional backgrounds, with our most successful team members having prior experience using, configuring, and troubleshooting modern business software.

We are looking for technical support engineers to work with our highest value customers who subscribe to our Enterprise Support tier. This role involves providing expert-level support for Zoho Analytics, Zoho DataPrep & analytics functionality across other Zoho products, troubleshooting complex issues, and delivering proactive solutions. You'll act as a trusted technical advisor to help enterprise customers maximize the value of their analytics investment.

Skills

4 years experience in a technical support engineering or customer success role, preferably in SaaS or cloud-based software
Strong technical understanding of business applications (CRM, Help Desk, Analytics, ERP, etc.) and the ability to present their value to enterprise clients as well as interpret the diverse use cases organizations may have for adopting these technologies.
Experience working with BI and data visualization products such as Zoho Analytics, Domo, Qlik, Tableau, Looker, PowerBI, SAP BusinessObjects, etc.
Strong troubleshooting skills with the ability to resolve complex technical issues related to software applications, integrations, and APIs.
Excellent verbal and written communication skills, with 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 (~20%)
Preferred : experience with low-code platforms, coding and scripting : Python, NodeJS, JavaScript, SQL.
Preferred : previous exposure to Zoho products or similar B2B SaaS ecosystems (Salesforce, Microsoft, Oracle, etc.)

Responsibilities

Customer Support : Provide timely, in-depth support for Zoho Analytics and Zoho DataPrep, resolving advanced issues related to BI, data integrations, and visualization.

Data Solutions : Assist customers in designing and deploying reports and dashboards using Zoho Analytics and integrating data from various sources.

Incident Management : Own and resolve critical incidents by collaborating with internal engineering teams to deliver prompt and effective solutions.

Technical Guidance : Educate customers on best practices for data preparation, transformation, and visualization to help them make data-driven decisions.

Customer Advocacy : Serve as a voice for enterprise customers, relaying feature requests and feedback to the product teams.

Technical Leadership : Act as a technical liaison between customers and the product development teams ensuring clear communication of customer needs.

Documentation : Develop knowledge base articles, FAQs, and internal documentation to empower both customers and internal teams.

Collaboration : Work closely with sales engineering, implementation teams, and account managers to ensure a seamless customer experience.

Compensation / Benefits

Competitive salary based on experience. Full benefits package, including medical, dental, vision, and employer-matching 401k.

What to Know About Zoho Before Applying

Zoho is a privately held company, focused on customers and employees, not shareholders. If you're seeking a big payout or lavish stock options, this isn't the place for you.

We embrace a down-to-earth culture, so if a flashy office or "cool tech company" vibe matters to you, you may be disappointed.

We're looking for candidates interested in long-term growth at Zoho. If you're after a short-term role, this isn't a fit.

Zoho has a low-ego, flat culture where job titles don't matter. We value flexibility, creativity, and ambition over hierarchy. Candidates who focus on status may struggle.

We reward self-starters who are motivated to learn and drive their own success. There's no micromanagement, so you'll need to be proactive and independent.

Zoho Corp. is an equal opportunity employer and is committed to providing a work environment free of discrimination on the basis of sex, race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by federal, state or local law.

Successful applicants undergo a standard background check and demonstrate eligibility to work in the United States.

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