Technical Support Engineer

Zoom • Denver, CO

7d • Hybrid

About The Position

While on Zoom’s Tier 2 Technical Support team, you’ll provide elevated technical support and assistance to Zoom’s commercial and consumer customers. As a Zoom Technical Support Engineer, you’ll ensure our customers' success with Zoom products and services, and deliver happiness to every customer engagement. About the Team We provide our customers with technical guidance and resources to successfully utilize our solutions and effectively manage internal processes and procedures. While actively collaborating with other internal teams and departments, and quickly adapt to changes with our rapidly growing product suite.

Requirements

• Have a proven track record (5 - 7 years) in a Technical Support role.
• Have extensive prior video conferencing experience with Zoom, Teams, or Slack, or similar technologies.
• Have previous experience with integrating and supporting calendar services, like Microsoft Office 365 or Google Calendar.
• Be familiar with supporting externally integrated applications, such as Salesforce, Hubspot, or Marketo.
• Be a technical resource that can manage a high volume of cases, calls, and chats while in a fast- moving, team-oriented environment.
• Have an understanding of networks and firewalls, and the tools required to troubleshoot them.

Responsibilities

• Taking ownership and resolving inbound support cases and phone calls within our Tier 2 Support technology domains.
• Contributing to organizational success by meeting individual goals and metrics.
• Communicating promptly and consistently with customers, prioritizing urgent requests, including timely follow-ups with customers, team members, and engineers.
• Maintaining proficiency with Zoom products, features, troubleshooting tools, and best practices.
• Being flexible and available for after-hours or on-call support when needed.
• Creating documentation and training materials for internal and external support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees