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Zoho MEA

Technical Support Engineer

Zoho MEA New Cairo City, Cairo, Egypt

Software Development · 10,001+ employees

Sep 02
support-engineer Junior (0-2 yrs) Full-time Egypt
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About the role

The role involves providing technical support via voice, email, and chat while conducting online demos and customer training. You will also perform systematic troubleshooting, gather requirements, and engage with internal teams to resolve technical issues.

What they look for

Technical support MySQL REST APIs HTML CSS Javascript Magento Shopware Shopify Troubleshooting Problem-solving Customer service Configuration management Bug documentation Windows Mac OSX

Requirements

Candidates should have 1-3 years of experience in a client-facing role and a basic understanding of web technologies like HTML, CSS, Javascript, and MySQL. A qualification in an IT-related field is preferred, along with excellent English communication skills and a passion for learning new technologies.

Full description

Job Title: Technical Support Engineer Experience: 1 - 3 years

Location: New Cairo, Egypt

Roles & Responsibilities:

- Deliver voice, email, and chat-based technical support.

- Conduct online demos and customer training.

- Requirement gathering and analysis.

- Perform in-depth systematic troubleshooting!

- Respond to RFI requests and timely follow up with contacts.

- Engage with various teams within Zoho to help gather information and solve technical problems.

- Flexible to travel within the country.

- Deliver accurate and timely solutions to customers.

Requirements:

- Keen to learn new technologies.

- Passionate to learn and grow together.

- Excellent in written and spoken English.

- Basic knowledge of MySQL.

- Experience working with REST APIs.

- Basic understanding of HTML, CSS, Javascript & API.

- Basic knowledge of popular shop systems such as Magento, Shopware, Shopify, etc.

- Good problem-solving skills and customer-focused attitude.

- Having 1 Year or more experience in a client-facing role.

- Perform Configuration changes to fulfil customer requests.

- Ability to reproduce, document, and communicate bugs to developers and customers.

- Troubleshoot issues to identify the root cause of a behavior and next steps to solve the problem.

- Qualification in the IT field or related technical discipline preferred.

- Multitask across systems and applications, analyse and resolve a variety of technical issues, and comfortably navigate an environment of Windows, Mac OSX, Servers, and Mobile Devices.

- Work accurately in a fast-paced, hectic, ever-changing environment with strong attention to detail.

- Ensure a high level of end-user satisfaction through ownership, resolution, and appropriate escalation of issues and support tickets.

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