Technical Support Lead – Zoho (W3679636)

Role Overview

We are seeking a technically strong and solution-oriented Technical Support Lead – Zoho to manage support operations across Zoho applications. This role focuses on troubleshooting issues, optimizing workflows, and ensuring seamless user support across CRM, finance, and project management systems within a dynamic IT environment.

Key Responsibilities

• Lead L1/L2 support for Zoho applications including CRM, Books, Projects, and Desk
• Troubleshoot configuration issues, workflow errors, and integration problems
• Handle escalations and resolve complex user-reported technical issues
• Manage and optimize Zoho Desk ticketing workflows
• Collaborate with cross-regional teams to ensure timely issue resolution
• Support onboarding, user training, and documentation for Zoho systems
• Work with project managers and business analysts on system enhancements
• Identify recurring issues and implement long-term solutions
• Ensure smooth operation and continuous improvement of support processes

Candidate Profile

• Minimum 2–4 years of experience in technical support for Zoho products
• Hands-on experience with Zoho CRM, Zoho Books, Zoho Projects, and Zoho Desk
• Experience in IT support, SaaS platforms, or system administration roles

Skills & Competencies

• Strong knowledge of Zoho ecosystem and configurations
• Experience troubleshooting workflows, automation, APIs, and integrations
• Familiarity with ticketing systems and support workflows
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Ability to work independently and coordinate across teams
• Understanding of BRD/PRD documentation is an added advantage
• Zoho certifications will be a plus