Technical Support Engineer

Zoom • Denver, CO

17d • Hybrid

About The Position

As a member of Zoom's Tier 2 Technical Support team, the Technical Support Engineer provides elevated technical support to commercial and consumer customers, helping them succeed with Zoom products and services. The role focuses on Tier 2 integrations support, including API troubleshooting, calendar synchronization issues, and data mismatches across connected platforms. The position is hybrid, with on-site work required two days per week at Zoom's Denver, Colorado office; remote arrangements are not available. This is a non-exempt position eligible for overtime in accordance with applicable law.

Requirements

• At least 3 years of experience in a technical support role, owning cases end-to-end in a customer-facing environment.
• Extensive experience supporting or managing externally integrated applications, such as Salesforce, HubSpot, or Marketo.
• Technical expertise with REST APIs, including hands-on familiarity reading payloads and tracing calls using tools such as Postman or SOAP UI, and/or experience with Single Sign-On solutions.
• Experience supporting identity management, such as Okta SSO, Google SSO, or SCIM provisioning.
• Previous experience integrating and supporting calendar services such as Microsoft Office 365 or Google Calendar.
• Ability to manage a high volume of cases, calls, and chats in a fast-moving, team-oriented environment.
• Strong communication skills, comfort engaging customers directly, and adaptability in a fast-moving team.

Responsibilities

• Own and resolve inbound Tier 2 support cases and calls in the integrations domain, including API troubleshooting, calendar sync issues, and data mismatches across connected platforms.
• Meet individual goals and metrics, including case volume, resolution rates, and customer satisfaction scores.
• Communicate promptly and consistently with customers, prioritize urgent requests, and provide timely follow-ups to customers, team members, and engineers.
• Maintain proficiency with Zoom Workplace products, features, troubleshooting tools, and best practices.
• Remain flexible and available for after-hours or on-call coverage when needed.

Benefits

• A benefits program offering perks, benefits, and options to support employees' physical, mental, emotional, and financial health, work-life balance, and community involvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed