Technical Support Engineer

Zoom Video Communications
Cork, United Kingdom
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5-7 yearsSkills: ["Customer-focused communication","Ownership","Proactive collaboration","Documentation","Problem-solving"]

Join Zoom’s Tier 2 Technical Support team to support enterprise customers with Zoom products and services. You’ll take ownership of complex cases across technology domains, drive fast time-to-resolution, and communicate clearly with customers on urgent issues. Maintain proficiency in Zoom’s troubleshooting tools and best practices, document solutions, and create internal/external training materials. This role includes flexibility for after-hours/on-call support and emphasizes meeting performance metrics.

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FursaFursa
Zoom Video Communications
Zoom Video Communications
1 day ago

Technical Support Engineer

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

Job Summary

Join Zoom’s Tier 2 Technical Support team to support enterprise customers with Zoom products and services. You’ll take ownership of complex cases across technology domains, drive fast time-to-resolution, and communicate clearly with customers on urgent issues. Maintain proficiency in Zoom’s troubleshooting tools and best practices, document solutions, and create internal/external training materials. This role includes flexibility for after-hours/on-call support and emphasizes meeting performance metrics.
Location: Cork, United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Assign and manage multiple cases from the support queue effectively.
  • •Take ownership and resolve Tier 2 support cases across relevant technology domains.
  • •Deliver best-in-class time to resolution and meet individual goals and metrics.
  • •Communicate promptly and consistently with customers, prioritizing urgent requests.
  • •Create documentation and training materials for internal and external support.

Key Requirements

  • •Hold a CCNA, Network+, or SSCA SIP credential or equivalent experience.
  • •Have solid CCaaS/VoIP technical support background.
  • •Provide a recent 5–7 years track record in a Technical Support role.
  • •Manage a high volume of complex cases, calls, and chats in a fast-moving environment.
  • •Demonstrate strong understanding of network firewalls, switches, systems, and troubleshooting tools.
Experience:5-7 years
Skills:Customer-focused communicationOwnershipProactive collaborationDocumentationProblem-solving
Certifications:CCNANetwork+SSCA SIP
Tech Stack:Zoom Contact CenterZoom PhoneZoom EventsZoom AppsZoom RoomsZoom WebinarsCCaaSVoIPNetwork firewallsSwitchesTroubleshooting tools

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