Zoho Technical Support Specialist (Tier 3)

Zoho Technical Support Specialist (Zoho Systems / IT Support)

Job Summary

We are seeking a Zoho Technical Support Specialist to provide technical support for Zoho applications and related business systems. This role will troubleshoot system issues, manage user access, support integrations, and assist both internal users and clients with Zoho-related technical concerns. This person will act as a bridge between business users and system functionality — not only resolving technical issues but also helping clients and teams use Zoho efficiently and confidently.

Key Responsibilities

A. Technical Support (Internal + Client-Facing)

• Provide first line and second-line support for Zoho-related technical issues via email/chat/call.
• Troubleshoot issues involving access, permissions, workflows, automations, records, and system behavior.
• Assist clients and staff with Zoho concerns and guide them through solutions step-by-step.
• Log, track, and prioritize support tickets/issues through resolution.

B. Access & User Administration

• Set up and manage user accounts, roles, permissions, and security controls.
• Troubleshoot login/access issues and enforce user access protocols.
• Support onboarding/offboarding of users across Zoho applications.

C. Zoho Systems & Integrations Support

• Support and maintain integrations between Zoho apps and third-party tools.
• Troubleshoot API/webhook/Zoho Flow integration issues (where applicable).
• Coordinate with vendors, developers, or Zoho support on escalated/complex issues.

D. System Monitoring & Maintenance

• Monitor system performance, usage issues, and recurring technical concerns.
• Assist in testing system changes, automations, and updates before rollout.
• Help maintain system reliability and minimize downtime/user disruption.

E. Documentation, Knowledge Base & Training

• Document common issues, resolutions, and technical procedures.
• Create troubleshooting guides and internal support knowledge base content.
• Train users and clients on common Zoho functions and technical best practices.

F. Continuous Improvement & Escalation Management

• Identify root causes of repeated issues and recommend preventive fixes.
• Suggest process and system improvements to improve support efficiency.
• Escalate advanced platform bugs/configuration issues with proper documentation.

Qualifications

• 2–4+ years' experience in application support, IT support, or systems support (Zoho preferred).
• Strong working knowledge of Zoho CRM and other Zoho tools (Desk, Campaigns, Analytics, Flow, Creator, etc.).
• Experience in troubleshooting user access, permissions, workflows, and CRM/admin issues.
• Familiarity with Zoho Flow, APIs, webhooks, or Deluge scripting (preferred for advanced support roles).
• Strong customer support mindset and ability to explain technical issues to non-technical users.
• Excellent written and verbal communication (client-facing support experience is a plus).
• Organized, responsive, and able to manage multiple support requests.
• Background in IT, Information Systems, or related field is a plus.
• Zoho certifications are highly preferred.

Technical Requirement

• Reliable laptop/desktop (with at least one backup device)
• Noise-cancelling headset (for interviews and meetings)
• Stable internet connection with a backup (minimum 100 Mbps)

On Offer

• Competitive pay, based to skills and experience
• Permanent remote setup
• Day shift: AU Business Hours (approx. 6:00 AM – 3:00 PM PHT)
• Annual performance review



Alternative Titles: Zoho Systems Support Specialist / Zoho Application Support Engineer