Solutions Engineer​/Lab Manager

Role Overview

The Technical Enablement Lab Manager is responsible for the strategic oversight and operational management of partner demo lab environments across Zoom’s product ecosystem. This role serves as the bridge between technical enablement needs and automation capabilities, ensuring partners have reliable, scalable access to hands-on learning environments. The ideal candidate combines technical proficiency with program management skills to deliver world-class lab experiences that accelerate partner competency and product adoption.

Lab Environment Oversight

• Own the end-to-end management of Zoom’s virtual lab environments supporting all partner technical programs
• Design, deploy, maintain, and scale lab environments for:
• Zoom Workplace
• Zoom Phone
• Zoom Contact Center (ZCX)
• Zoom Rooms / Spaces
• AI Companion & emerging Zoom technologies
• Ensure lab environments are:
• Stable, secure, and performant
• Consistent across global regions
• Easy to access for partners with minimal friction
• Troubleshoot lab environment issues fast and communicate clearly when things go sideways (because sometimes they do)

Process Documentation & Knowledge Management

• Create and maintain comprehensive documentation and runbooks for:
• Lab provisioning procedures and workflows
• Decommissioning and cleanup processes
• Troubleshooting guides
• Configuration standards and best practices
• Develop internal knowledge bases accessible to enablement teams and stakeholders
• Ensure documentation remains current with product updates and automation enhancements

Optimize and Close Gaps

• Monitor usage, capacity — and optimize accordingly
• Create, maintain, and analyze post-lab surveys
• Identify areas for improvement based on internal and external feedback
• Complete routine testing on lab accounts and associated guides
• Identify automation opportunities in lab provisioning, teardown, resets, and updates
• Gather and prioritize requirements for new demo account templates and functionality
• Identify opportunities to expand automation coverage and reduce manual intervention
• Translate business needs into technical specifications for automation improvements
• Advocate for lab infrastructure needs in cross-functional planning discussions
• Conduct regular status meetings to track automation development progress

Technical Skills

• Strong technical aptitude with ability to quickly learn software platforms
• Hands-on experience with Zoom products (Phone, Rooms, Contact Center, Workplace, AI Companion)
• Experience customizing, provisioning, and decommissioning sandbox or virtual environments
• Troubleshooting expertise across cloud-based SaaS environments
• Familiarity with sandbox/virtual environment management at scale

Program & Process Management

• Proven ability to document technical processes clearly and comprehensively
• Strong project management skills with ability to prioritize competing demands
• Experience working with cross-functional teams (engineering, enablement, operations)

Analytical & Communication Skills

• Data-driven mindset with experience defining and tracking operational metrics
• Strong written and verbal communication skills
• Experience gathering requirements and managing stakeholder expectations

Enablement Mindset

• Experience supporting large-scale technical enablement programs and certifications
• Background in technical education, partner ecosystems or channel programs
• Familiarity with LMS platforms and enablement tooling

Success Metrics and KPIs

Partner Experience & Adoption

• Partner lab satisfaction score: ≥ XX / 5 (post-lab surveys)
• Time to lab access:
• Standard labs: < XX minutes from request to ready
• Event labs: 100% ready prior to event start
• Reduction in partner friction:
  YoY decrease in lab-related support tickets
• Repeat usage rate:
  Growth in partners re-using labs across multiple programs

Automation & Operational Efficiency

• Automation coverage: ≥ XX% of lab provisioning, reset, and teardown automated
• Manual intervention reduction:
  YoY decrease in manual lab setup time (XX%)

Enablement Impact

• Certification enablement support:
• % of partner certifications requiring labs supported successfully
• Zero certification-blocking lab issues
• Time-to-competency:
  Reduction in time partners take to complete…