Technical Support Engineer / Customer Support

ZATO ORIGIN INDIA PVT. LTD.

Job Title: Technical Support Engineer / Customer Support

Location: Hyderabad, India

Department: Customer Success / Support

Employment Type: Full-time

About Zato Origin India Pvt. Ltd.

Zato Origin India Pvt. Ltd. is the Indian extension of a New Zealand- and Australia-based technology company. Zato is an end-to-end compliance production platform for accounting firms, designed to simplify complex compliance workflows through automation and intelligent data management.

We build a product-first platform that empowers accounting firms to work efficiently, accurately, and in compliance with global standards.

Job Summary

As a Technical Support Engineer, you will be the frontline support resource for Zato’s accounting firm clients — providing timely, accurate, and empathetic technical assistance. You will diagnose and resolve platform issues, guide users through features and workflows, and serve as the voice of the customer by communicating feedback to product and engineering teams.

Key Responsibilities

• Provide first-line technical support via email, chat, and ticketing systems
• Diagnoses and troubleshoot issues related to Zato’s platform (jobs, automation, integrations, etc.)
• Reproduce reported bugs in staging environments and document detailed steps
• Guide users through platform features including Dashboard, Jobs, Automation, and Query Hub
• Support integration-related issues — authentication, data sync, and API connections
• Maintain knowledge base articles, FAQs, and troubleshooting guides
• Record all support interactions, resolutions, and issue logs in the ticketing system
• Identify recurring issues and recommend process or product improvements
• Collaborate with implementation teams during customer onboarding
• Conduct customer training sessions or webinars on key features and best practices
• Monitor platform uptime, system alerts, and communicate proactively during incidents
• Escalate complex technical issues with clear context to senior engineers or product teams
• Track and analyze key support metrics (response time, resolution time, CSAT, etc.)
• Stay updated on new releases, feature updates, and platform changes

Qualifications and Skills

• Bachelor’s degree in computer science, Information Technology, Business, or related field
• 3+ years of experience in technical or customer support roles (preferably SaaS)
• Strong troubleshooting and diagnostic skills for web-based applications
• Understanding of web technologies, APIs, and authentication (OAuth)
• Excellent written and verbal communication skills
• Experience with support/ticketing tools (Zendesk, Freshdesk, Jira Service Desk, etc.)
• Customer-first mindset with patience, empathy, and problem-solving ability
• Ability to prioritize and manage multiple support cases simultaneously
• Basic knowledge of accounting workflows and compliance processes is a plus
• Familiarity with Xero, QuickBooks, or similar accounting tools is highly desirable
• SQL knowledge for simple data queries is a plus
• Exposure to AWS, log analysis, or debugging tools is beneficial
• Flexibility to work across time zones (New Zealand, Australia, India)

How to Apply

📧 Send your resume to: admin@zatohq.com

📝 Subject line:Application for Technical Support Engineer — Hyderabad