Technical Support Engineer

Pantera Capital; Alberta; Hybrid; CAD 89,000 - 144,000; Full time

Job summary

A leading technology company seeks a Technical Support Engineer to provide exceptional support to customers. The role includes diagnosing issues, supporting customer workflows via webinars, and improving documentation based on customer feedback. Ideal candidates will have 2+ years in technical or customer support, alongside strong analytical and troubleshooting skills. This position offers a competitive salary range and follows a hybrid work model, suitable for independent workers who thrive in remote environments.

Benefits

Comprehensive benefits program

Work-life balance options

Opportunities for career growth

Qualifications

• 2+ years of experience in technical support or related roles.
• Strong troubleshooting and analytical skills.
• Experience with webinars and customer education.
• Familiarity with AI-driven support tools.
• Ability to work independently in a remote environment.

Responsibilities

• Provide technical support via email and live chat.
• Investigate product behavior and identify root causes.
• Support customer enablement through training sessions.
• Analyze ticket trends to surface improvement opportunities.

Skills

Technical support experience

Troubleshooting skills

Customer education collaboration

Analytical skills

Proactive self-starter mindset

Data analysis

Tools

Intercom

Zendesk

Jira

Job description

Overview

What you can expect At Zoom, customers are at the center of what we do. As Bonsai scales within Zoom, we’re evolving how we support and enable small businesses on the Bonsai platform. As a Technical Support Engineer, you’ll be a trusted technical partner—helping customers troubleshoot issues, adopt core workflows, and get lasting value from the product.

Support is the foundation, but you’ll also identify patterns, contribute to education and self-service, and partner with Product, Engineering, and Support to improve the customer experience and scale support. This role is a good fit for someone who works independently, navigates ambiguity, and goes beyond a traditional support queue.

About the Team

Bonsai, now part of Zoom, builds tools that help customers run key workflows on one platform. As the product and customer base grow, the Support team evolves how we enable customers to troubleshoot effectively, adopt best practices, and get value from the platform.

The team works at the intersection of customer experience, product adoption, and continuous improvement—partnering with Product and Engineering to investigate issues, surface trends, and improve documentation and self-service resources that reduce repeat questions and scale support over time.

Responsibilities

• Providing technically sound support via email and live chat, diagnosing product and platform issues and explaining solutions clearly to non-technical users.
• Investigating unexpected product behavior by reproducing issues, assessing system context, identifying root causes, and determining resolution paths or escalations.
• Supporting customer enablement through webinars, written guides, and workflow education to help customers adopt best practices.
• Identifying recurring issues, workflow breakdowns, and gaps in customer understanding, and sharing insights with stakeholders.
• Contributing to Help Center content and self-service resources informed by support trends, while partnering cross-functionally to improve workflows and reduce repeat issues.
• Analyzing ticket trends, tags, recurring topics, and basic reports to surface patterns and improvement opportunities.

What we’re looking for

• Apply 2+ years of experience in technical support, customer support, customer success, or a related customer-facing role within a SaaS or technical product environment.
• Integrate solid troubleshooting and analytical skills to investigate issues, identify root causes, and explain solutions clearly.
• Collaborate on customer education initiatives such as webinars, walkthroughs, training sessions, or educational content.
• Leverage hands-on experience with AI-driven support tools (AI chat, automation workflows, macros, or intelligent routing).
• Operate independently in a remote environment, managing priorities, following through, and navigating ambiguity with minimal oversight.
• Demonstrate a proactive, self-starter mindset by improving documentation, systems, or workflows rather than waiting for direction.
• Use data comfortably (ticket trends, tags, recurring topics, basic reports) to identify patterns and improvement opportunities.
• Work with support tools such as Intercom, Zendesk, Jira, or similar platforms.

Salary Range or On Target Earnings

Minimum: $65,300.00

Maximum: $104,500.00

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 offices and remote work environments. The work style of each role (Hybrid, Remote, or In-Person) is indicated in the job posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, 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; and contribute to their community in meaningful ways.

About Us

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.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.