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Role Description

While on Zoom’s Tier 2 Technical Support team, you’ll provide elevated technical support and assistance to Zoom’s commercial and consumer customers. As a Zoom Technical Support Engineer, you’ll ensure our customers' success with Zoom products and services and deliver happiness with every customer engagement.

The Technical Support Engineering team plays a crucial role in improving the customer experience at Zoom. We build meaningful relationships both internally and externally. We resolve technical issues and provide dedicated technical support to our customers.

Our team provides guidance and resources to help customers successfully use our solutions. We manage internal processes and procedures efficiently while actively collaborating with cross-functional teams. We also adapt quickly as our product suite continues to grow and evolve.

Responsibilities

• Taking ownership and resolving inbound support cases and phone calls within our Tier 2 Support technology domains.
• Contributing to organizational success by meeting individual goals and metrics.
• Communicating promptly and consistently with customers, prioritizing urgent requests, including timely follow-ups with customers, team members, and engineers.
• Maintaining proficiency with Zoom products, features, troubleshooting tools, and best practices.
• Being flexible and available for after-hours or on-call support when needed.
• Creating documentation and training materials for internal and external support.

Qualifications

• Have a proven track record (5 - 7 years) in a Technical Support role.
• Have extensive prior video conferencing experience, like Zoom, Teams, or Slack.
• Bring previous experience with integrating and supporting calendar services, like Microsoft Office O365 or Google Calendar.
• Be a technical resource that can manage a high volume of cases, calls, and chats while in a fast-moving, team-oriented environment.
• Have an understanding of networks and firewalls, and the tools required to troubleshoot them.

Salary Range or On Target Earnings

• Minimum: $65,400.00
• Maximum: $158,700.00

In addition to the base salary and/or OTE listed, Zoom has a Total Direct Compensation philosophy that takes into consideration base salary, bonus, and equity value. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location-based compensation structure; there may be a different range for candidates in this and other locations.

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

• Our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health.
• Support work-life balance.
• Contribute to their community in meaningful ways.

Company Description

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind.

Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.