Technical Support Engineer

Zoom • Denver, CO

4d • Hybrid

About The Position

What you can expect The ideal Technical Support Engineer is passionate about our Cloud Meeting vision and brings a great attitude to the role. They will have the ability to be both reactive and proactive on a day to-day basis. The TSE is expected to be highly proficient in all areas related to our Zoom products. About the Team The Technical Support Engineering team plays a crucial role in improving the customer experience within Zoom. We build relationships, resolve technical issues, and act as dedicated technical support for customers. We provide our customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Requirements

• Have a minimum 3-5 years of at least Tier II level Technical Support and Customer Service experience.
• Possess a Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/experience.
• Have experience with room-based videoconferencing, CCaaS, VoIP and SIP/H323 protocol.
• Have knowledge in firewall and networking.
• Possess CCNA, Network+, or SSCA SIP certification or equivalent experience.
• Have good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO.
• Have excellent communication (both oral, written, and interpersonal) and customer service skills as well as troubleshooting skills are a must.

Responsibilities

• Providing support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels
• Identifying bugs, test, reproduce, report, and work with engineering teams to assist with a fix and test/verify fix versions
• Providing ideas and assisting with creation of documentation and training material for external and internal Support Center content
• Maintaining clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• Staying familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

Benefits

• As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees