Technical Support Engineer

Zoom Video Communications
United States
Workplace: RemoteFull timeUSD 65,400 - 158,700 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Communication","Troubleshooting","Empathetic communication","Customer rapport","Composure under pressure"]

Serve as a Tier 2 technical resource for Zoom’s most strategic Premier customers, resolving complex issues through both email-based ticket work and direct customer conversations. Own and troubleshoot escalated support cases across core Zoom technology domains, analyzing meeting quality and network-level problems using backend logs and network statistics. Maintain product and troubleshooting proficiency, contribute to documentation/training, and rotate on annual on-call coverage while meeting case metrics and support goals.

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FursaFursa
Zoom Video Communications
Zoom Video Communications
1 day ago

Technical Support Engineer

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Last checked: 10 hours agoStatus: Live

Job Summary

Serve as a Tier 2 technical resource for Zoom’s most strategic Premier customers, resolving complex issues through both email-based ticket work and direct customer conversations. Own and troubleshoot escalated support cases across core Zoom technology domains, analyzing meeting quality and network-level problems using backend logs and network statistics. Maintain product and troubleshooting proficiency, contribute to documentation/training, and rotate on annual on-call coverage while meeting case metrics and support goals.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Engage Premier customers with clear, empathetic communication; prioritize urgent requests and ensure timely follow-up across 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 as needed.
  • •Analyze meeting quality and network-level issues using backend logs and network statistics to identify root causes such as packet loss, high latency, and connectivity degradation.
  • •Maintain technical proficiency across Zoom products, features, troubleshooting tools, and evolving best practices.
  • •Develop internal and external documentation and participate in an annual on-call rotation a few times per year as scheduled.

Pay and Benefits

Salary: USD 65,400 - 158,700 annually

Key Requirements

  • •5+ years of experience in a Technical Support role, preferably supporting enterprise or Premier-tier customers.
  • •Exceptional written and verbal communication, able to build rapport with enterprise customers and stay composed under pressure.
  • •Troubleshooting network issues affecting real-time communications, including interpreting packet captures to identify packet loss and jitter and understanding UDP/TCP behavior.
  • •Knowledge of firewall rule analysis and network routing intermediaries including proxy servers, VPN, and split tunneling.
  • •Bachelor’s degree in Computer Science/Engineering (or related) or equivalent experience, plus hands-on experience with enterprise video conferencing platforms such as Microsoft Teams, Zoom, or Slack.
Experience:5+ yearsEnterpriseVideo conferencing
Education:Bachelor's in Computer Science, Engineering, or a related field
Skills:CommunicationTroubleshootingEmpathetic communicationCustomer rapportComposure under pressure
Tech Stack:UDPTCPPacket captureNetwork statisticsBackend logsFirewallProxy serversVPNSplit tunnelingMicrosoft TeamsZoomSlack

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