Enterprise Tier-2 Tech Support Engineer (Hybrid/Remote)

Zoom; United Kingdom; Hybrid; GBP 42,000 - 64,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer in the UK. You will support Enterprise customers, owning and resolving complex Tier 2 cases and delivering fast time-to-resolution. You will work across Zoom products, troubleshooting tools, and collaborate with customer contacts while maintaining high service standards.

Ideal candidates have 5–7 years in technical support, CCNA/Network+ or SSCA SIP, and strong communication skills. A flexible after-hours/on-call readiness is a plus.

Qualifications

• CCNA/Network+ or SSCA SIP credential or equivalent experience.
• Solid background in CCaaS/VoIP essential.
• 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.
• Customer-focused with strong communication skills.
• Able to be proactive in calling and collaborating with customer contacts.
• Understanding of networks, firewalls, switches, and troubleshooting tools.

Responsibilities

• Assigning cases arriving in queue and managing multiple cases effectively.
• Taking ownership and resolving cases in Tier 2 support domains.
• Delivering best time to resolution for customers.
• Contributing to achieving individual goals and metrics.
• Communicating promptly with customers, prioritizing urgent requests.
• Maintaining proficiency with Zoom products, features and tools.
• Flexible for after-hours or on-call support when needed.
• Creating documentation and training materials for internal and external support.

Skills

CCNA

Network+

SSCA SIP

Job description

Zoom is seeking a Tier 2 Technical Support Engineer in the UK. You will support Enterprise customers, owning and resolving complex Tier 2 cases and delivering fast time-to-resolution. You will work across Zoom products, troubleshooting tools, and collaborate with customer contacts while maintaining high service standards.

Ideal candidates have 5–7 years in technical support, CCNA/Network+ or SSCA SIP, and strong communication skills. A flexible after-hours/on-call readiness is a plus.