Technical Support Engineer - Remote, Ireland

Zoom Video Communications
Cork
Workplace: RemoteFull timeEUR 47,800 - 76,500Function: Customer Support (Service Desk)Experience: 5-7 yearsSkills: ["Customer focus","Communication","Collaboration","Proactive problem-solving"]

Support Zoom Enterprise customers as part of the Tier 2 Technical Support Team, resolving complex cases across multiple technology domains. Manage high volumes of incidents delivered via cases, calls, and chats while meeting time-to-resolution metrics. Troubleshoot using Zoom products, features, and tools, communicate promptly with customers (including urgent requests), and create documentation and training materials. Provide after-hours/on-call coverage when needed.

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FursaFursa
Zoom Video Communications
Zoom Video Communications
4 days ago

Technical Support Engineer - Remote, Ireland

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Support Zoom Enterprise customers as part of the Tier 2 Technical Support Team, resolving complex cases across multiple technology domains. Manage high volumes of incidents delivered via cases, calls, and chats while meeting time-to-resolution metrics. Troubleshoot using Zoom products, features, and tools, communicate promptly with customers (including urgent requests), and create documentation and training materials. Provide after-hours/on-call coverage when needed.
Location: Cork
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Assign and manage multiple queued cases, taking ownership to resolve Tier 2 support issues.
  • •Deliver best time to resolution and meet support goals and individual metrics.
  • •Communicate promptly and consistently with customers, prioritizing urgent requests.
  • •Maintain proficiency with Zoom products, features, troubleshooting tools, and best practices.
  • •Create documentation and training materials for internal and external support; provide after-hours/on-call coverage when needed.

Pay and Benefits

Salary: EUR 47,800 - 76,500

Key Requirements

  • •Possess a CCNA, Network+, or SSCA SIP credential (or equivalent experience).
  • •Solid background in CCaaS/VoIP is essential.
  • •Proven recent track record (5–7 years) in a Technical Support role.
  • •Ability to manage a high volume of complex cases, calls, and chats in a fast-moving environment.
  • •Good understanding of network firewalls, switches, systems, and troubleshooting tools.
Experience:5-7 yearsCCaaSVoIPTechnical support
Skills:Customer focusCommunicationCollaborationProactive problem-solving
Certifications:CCNANetwork+SSCA SIP
Tech Stack:CCaaSVoIPNetwork firewallsSwitchesTroubleshooting toolsZoom Contact CenterZoom PhoneZoom EventsZoom AppsZoom RoomsZoom Webinars

Company Brief

Zoom Video Communications
Provides video conferencing, chat, phone, webinar, and collaboration software for businesses, schools, and individuals. Its platform is widely used for remote meetings, virtual events, and hybrid work communication.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2011
WebsiteLinkedIn