Job Summary

Zoho is seeking a dynamic and customer-focused Cloud Support Engineer to join our global support team. In this role, you will provide expert technical assistance to our cloud product users, troubleshoot complex issues, and ensure customer satisfaction by delivering timely and effective solutions. You will be the technical bridge between Zohos cutting-edge cloud services and our diverse client base, helping businesses harness the full power of Zohos cloud ecosystem.

Key Responsibilities

• Provide first and second-level technical support for Zoho cloud products via email, chat, and phone.

• Diagnose and resolve cloud-related technical issues, including infrastructure, SaaS applications, and networking challenges.

• Collaborate with engineering and product teams to identify and resolve bugs or system outages.

• Guide customers through configuration, deployment, and integration of Zoho cloud solutions.

• Monitor cloud environments and proactively identify potential problems before they impact customers.

• Maintain detailed documentation of support tickets, solutions, and common troubleshooting procedures.

• Assist in creating technical knowledge bases and customer FAQs to improve self-service.

• Participate in continuous learning to stay updated with the latest cloud technologies and Zoho products.

• Deliver exceptional customer service with clear communication and a problem-solving mindset.

Required Skills and Qualifications

• Bachelors degree in Computer Science, Information Technology, or related field.

• Strong understanding of cloud computing concepts, including IaaS, PaaS, and SaaS models.

• Hands-on experience with cloud platforms such as AWS, Azure, or Google Cloud is preferred.

• Proficiency in troubleshooting Linux/Windows server environments.

• Familiarity with networking fundamentals (TCP/IP, DNS, VPN, Firewall).

• Knowledge of databases (MySQL, PostgreSQL) and scripting languages (Python, Bash) is a plus.

• Excellent communication skills with the ability to explain technical concepts to non-technical users.

• Strong analytical and problem-solving abilities.

• Ability to work independently and as part of a team in a fast-paced environment.

Experience

• Minimum 1-3 years of experience in cloud support, technical support, or systems administration roles.

• Prior experience working in a SaaS environment or customer-facing technical support is highly desirable.

Working Hours

• Full-time position with flexibility in shifts to provide 24/7 support coverage.

• Willingness to work in rotating shifts, including weekends and holidays, as per business needs.

Knowledge, Skills, and Abilities

• In-depth knowledge of cloud infrastructure and service models.

• Proficient in troubleshooting cloud applications and infrastructure.

• Strong customer orientation and excellent interpersonal skills.

• Ability to multitask and manage multiple customer issues simultaneously.

• Skilled in documenting processes and maintaining knowledge bases.

• Adaptable and open to learning new tools and technologies.

Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health insurance plans.

• Opportunities for professional growth and skill development.

• Work in a highly collaborative and innovative work environment.

• Access to Zohos full suite of cloud tools and products.

• Flexible work arrangements and supportive team culture.

Why Join Zoho?

At Zoho, we empower you to grow both personally and professionally while working on cutting-edge cloud technologies. Join a global leader dedicated to innovation, customer success, and a culture that celebrates diversity and creativity. If you are passionate about cloud computing and eager to help customers succeed, Zoho is the perfect place to advance your career.

How to Apply

Interested candidates are invited to submit their resume along with a cover letter detailing relevant experience to us. Please include Cloud Support Engineer Application in the subject line.

Shortlisted candidates will be contacted for further assessment.