Technical Support Engineer
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 and helps ensure their success with Zoom products and services. The role focuses on technical support within the Tier 2 integrations domain, including API troubleshooting, calendar synchronization issues, and data mismatches across connected platforms. The position requires on-site work at Zoom's Denver, Colorado office two days per week; remote arrangements are not available. The Technical Support Engineering team works to improve the customer experience by resolving technical issues, providing guidance and resources, managing support processes, and collaborating with internal teams and departments. The engineer is expected to adapt to changes across Zoom's growing product suite and deliver positive customer engagements.
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 experience reading payloads and tracing calls with tools such as Postman or SOAP UI, and/or experience with Single Sign-On solutions.
- Experience supporting identity management solutions such as Okta SSO, Google SSO, or SCIM Provisioning.
- 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.
- Immigration sponsorship is not available for this position.
Responsibilities
- Own and resolve inbound Tier 2 support cases and calls involving integrations, including API troubleshooting, calendar sync issues, and data mismatches across connected platforms.
- Meet individual performance 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 and options intended to support physical, mental, emotional, and financial health, work-life balance, and community involvement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
