Senior Technical Customer Support Engineer – Remote

This California-based company is a leading provider of innovative video-collaboration solutions designed to improve productivity and connection in virtual and hybrid workplaces.

Its video-conferencing hardware and software integrate with widely used platforms such as Microsoft Teams and Zoom, enabling organizations worldwide to create reliable, intuitive, and immersive meeting experiences.

We are seeking a Senior Technical Customer Support Engineer to provide high-quality remote technical support to enterprise customers and their IT teams worldwide.

This is a senior, customer-facing support position requiring strong technical troubleshooting skills, sound judgment, emotional intelligence, and the ability to manage escalated customer situations independently. The successful candidate will take full ownership of customer issues, maintain clear communication throughout the resolution process, and coordinate effectively with Product, Engineering, and R&D when additional technical expertise is required.

This is not an R&D-level engineering role. However, the candidate must be technically comfortable, capable of diagnosing hardware, software, and connectivity issues remotely, and able to learn new technologies quickly.

• Provide remote technical support to enterprise customers and their IT teams across the United States and international markets.
• Take complete ownership of customer cases from initial contact through resolution and closure.
• Independently manage escalated or sensitive customer situations with minimal supervision.
• Remotely access customer systems and devices to diagnose and resolve hardware, software, network, audio, and video issues.
• Resolve a meaningful portion of technical cases independently before escalating them to R&D or Engineering.
• Perform basic and intermediate troubleshooting across Microsoft Teams Rooms, Zoom Rooms, Windows, Android, networked devices, and audio/video conferencing equipment.
• Manage multiple support cases simultaneously in a fast-paced environment.
• Log, prioritize, track, and document customer issues accurately in Zendesk or a similar ticket-management platform.
• Provide customers with frequent, transparent updates regarding progress, next steps, and expected resolution times.
• Manage customer expectations and reduce frustration when an immediate technical solution is unavailable.
• Escalate unresolved problems to the appropriate Product, Engineering, or R&D teams while maintaining ownership of the customer relationship.
• Collaborate cross-functionally to identify product defects, recurring technical problems, and opportunities to improve reliability.
• Proactively identify potential customer issues and take preventive action whenever possible.
• Create and update troubleshooting guides, FAQs, and internal knowledge-base materials.
• Share best practices and practical recommendations with customers and internal support teams.
• Maintain current knowledge of the company’s existing and planned products, services, and technologies.

• Demonstrated experience in senior-level technical customer support, technical escalation management, or a similar customer-facing technical role.
• Experience supporting enterprise customers, preferably working directly with corporate IT teams.
• Strong remote troubleshooting experience involving hardware, software, networked devices, or audio/video conferencing systems.
• Ability to independently manage complex customer cases and determine when an issue requires escalation.
• Strong understanding of Windows and Android environments.
• Working knowledge of networking fundamentals and remote diagnostic tools.
• Experience using Zendesk, Salesforce, or a similar CRM or ticket-management system.
• Advanced English proficiency, with excellent verbal and written communication skills.
• Strong emotional intelligence and the ability to communicate calmly and professionally with frustrated customers.
• Ability to learn unfamiliar products and technologies quickly.
• Availability to work Monday through Friday during U.S. business hours.

• Experience supporting Microsoft Teams Rooms or other Microsoft collaboration products.
• Experience with Zoom Rooms or comparable…