Technical Support Engineer

Zoom • Denver, CO

3d • $65,400 - $158,700 • Hybrid

About The Position

The Technical Support Engineer is part of Zoom’s Tier 2 Technical Support team, providing elevated technical support to commercial and consumer customers. The role focuses on resolving integration-related issues and helping customers successfully use Zoom products and services. It is hybrid, with on-site presence required two days per week at Zoom’s Denver, Colorado office; remote arrangements are not available.

The Technical Support Engineering team works to improve customer experience by resolving technical issues, providing guidance and resources, managing support processes, and collaborating with internal teams. The role requires maintaining product and troubleshooting knowledge and adapting to changes across Zoom’s product suite. It may also involve after-hours or on-call coverage when needed.

This is a non-exempt position eligible for overtime in accordance with applicable law. The stated annualized compensation range is $65,400 to $158,700, with starting pay based on qualifications and experience. Immigration sponsorship is not available.

Requirements

• At least 3 years of experience in a customer-facing Technical Support role, owning cases end-to-end.
• 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 directly with customers, 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 synchronization 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 maintain timely follow-ups with 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

• Benefits program offering perks, benefits, and options intended 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