Technical Support Engineer

Zoom

7d • $31 - $76 • Remote

About The Position

On Zoom's Tier 2 Technical Support team, you'll serve as a trusted technical resource for our most strategic Premier customers, resolving complex issues that directly shape their experience with our platform. This is not a high-volume call center environment: your day-to-day is a focused mix of email-based ticket work and direct customer conversations with our highest-tier accounts, requiring both strong technical depth and the kind of communication skills that build lasting trust. You'll work within a collaborative team that values curiosity, adaptability, and a genuine commitment to customer outcomes.

The Technical Support Engineering team plays a central role in elevating the customer experience at Zoom. We build strong internal and external relationships, resolve complex technical issues, and serve as a dedicated resource for our Premier customers while actively collaborating across internal teams and staying nimble as our product suite continues to grow.

Requirements

• Exceptional communication skills, both written and verbal, with a demonstrated ability to build rapport with enterprise customers and remain composed under pressure
• 5+ years of experience in a Technical Support role, preferably supporting enterprise or Premier-tier customers
• Demonstrated ability to troubleshoot network issues affecting real-time communications, including interpreting packet captures to identify packet loss and jitter, with a solid understanding of UDP/TCP transport behavior
• Knowledge of firewall rule analysis, proxy servers, VPN, split tunneling, and other network routing intermediaries
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience
• Extensive hands-on experience with enterprise video conferencing platforms such as Microsoft Teams, Zoom, or Slack, including experience administering these solutions at an organizational level; prior Zoom administration experience is a plus
• Must be located in the Eastern Standard Time (EST) zone and available to work core hours of 8:00 AM to 5:00 PM EST

Nice To Haves

• prior Zoom administration experience is a plus

Responsibilities

• Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring consistent, timely follow-up across all open cases
• Own and resolve inbound Tier 2 support cases across core Zoom technology domains, managing escalations from Tier 1 and coordinating with Tier 3 engineers when needed
• Analyze meeting quality product and network level issues by reviewing backend logs and network statistics to identify root causes such as packet loss, high latency, and connectivity degradation
• Drive individual performance by consistently meeting established support goals and case metrics
• Maintain technical proficiency across Zoom products, features, troubleshooting tools, and evolving best practices
• Develop and contribute to internal and external documentation and training materials
• Participate in an annual on-call rotation, providing support coverage a few times per year as scheduled

Benefits

• Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
• The company offers a window of at least 5 days for you to apply.
• Award-winning workplace culture
• Commitment to delivering happiness
• 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.
• Opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
• Commitment to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential.
• Accommodation during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior