Technical Support Engineer

What you can expect

The ideal Technical Support Engineer is passionate about our Cloud Meeting vision and brings a great attitude to the role. They will have the ability to be both reactive and proactive on a day-to-day basis. The TSE is expected to be highly proficient in all areas related to our Zoom products.

About the Team

The Technical Support Engineering team plays a crucial role in improving the customer experience within Zoom. We build relationships, resolve technical issues, and act as dedicated technical support for customers. We provide our customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Responsibilities

• Providing support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels;

• Identifying bugs, test, reproduce, report, and work with engineering teams to assist with a fix and test/verify fix versions;

• Providing ideas and assisting with creation of documentation and training material for external and internal Support Center content;

• Maintaining clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers;

• Staying familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

What we’re looking for

• Have a minimum 3-5 years of at least Tier II level Technical Support and Customer Service experience.

• Possess a Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/experience.

• Have experience with room-based videoconferencing, CCaaS, VoIP and SIP/H323 protocol.

• Have knowledge in firewall and networking.

• Possess CCNA, Network+, or SSCA SIP certification or equivalent experience.

• Have good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO.

• Have excellent communication (both oral, written, and interpersonal) and customer service skills as well as troubleshooting skills are a must.

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our 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. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.