Technical Support Engineer

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 with in 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  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.

• 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

• 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

Minimum:

$31.44

Maximum:

$76.29

This is a non-exempt position and is eligible for overtime pay in accordance with applicable federal, state, and local law. The annualized range is $65,400.00 - $.

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

10/08/26

Our structured hybrid approach is centered around our offices and remote…