Technical Support Engineer

What You Can Expect You’ll provide expert technical support to ensure seamless experiences for our customers. You’ll troubleshoot complex issues and collaborate across teams. Together, you’ll empower users through reliable, high-quality solutions. About the Team Our team delivers world-class technical support for Zoom’s communication platform. We collaborate closely to resolve challenges quickly. We exist to keep our customers connected and confident in every interaction. Responsibilities Providing Tier-2 technical support via chat, email, and phone for Zoom products and services Troubleshooting and resolving customer issues related to connectivity, audio, video, and software performance Collaborating with Engineering and Product teams to escalate and resolve complex technical problems Documenting customer interactions and resolutions accurately within internal systems Identifying recurring issues and contributing to knowledge base materials and process improvements What We’re Looking For Demonstrate 4+ years of experience providing technical support in a service or communications environment Apply strong understanding of networking concepts, protocols, and troubleshooting techniques Utilize knowledge of SIP, Telephony, and H.323 protocols to diagnose issues effectively Communicate clearly with both technical and non-technical audiences Demonstrate relevant practical experience as an alternative to formal education. Hold relevant certifications such as CompTIA Network+ or Cisco CCNA Demonstrate relevant practical experience as an alternative to formal education. Bring prior experience supporting video conferencing or collaboration tools 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. #LI-Remote Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions ... (truncated, view full listing at source)