Technical Support Manager

Zoom; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading collaboration platform provider is looking for a Technical Support Manager for the EMEA region. In this role, you will manage a team of engineers, mentor staff, and engage with customers at all levels to ensure excellent service and resolution of issues. Your experience in SaaS and leadership within a technical setting will be critical to driving improvements and maintaining high service quality.

Benefits

Variety of benefits program

Flexible working arrangements

Qualifications

• Customer-facing management experience in a technical organization.
• Understanding of IP Telephony, SIP, audio/video codecs is advantageous.
• Ability to analyze trends and present to management.

Responsibilities

• Lead a team of Tier 2 and Tier 3 engineers for technical support.
• Mentor team members and improve training and product readiness.
• Resolve complex technical issues with C-level executives.

Skills

Communication

Analytical skills

Problem-solving

Customer service

Education

Computer Engineering

Management Information Systems

Job description

Technical Support manager

What you can expect
As the Technical Support Manager for EMEA, you will lead a team of Tier 2 and Tier 3 engineers supporting all of Zoom’s products. You will manage team schedules, balance workloads, and ensure timely resolution of customer issues. You will act as a key escalation point, working closely with internal teams and customers, including C-level executives, to solve complex technical problems.

You will mentor your team, identify operational trends, and help improve training and product readiness. You need a extensive technical support background, ideally in SaaS, with experience managing teams. A customer-first, agile mindset and a passion for Zoom’s vision are essential to your success.

About the Team
The Technical Support team at Zoom is a passionate and skilled group dedicated to delivering exceptional customer experiences. Initially, this role will lead a team of seven direct reports of tier 2 and tier 3 engineers, providing hands-on leadership and support. The team works collaboratively across functions and closely with global counterparts to resolve technical issues, support product launches, and continuously improve service quality.

The team thrives in a dynamic environment. They prioritize innovation, collaboration, and customer satisfaction who take ownership of their work, and contribute to Zoom’s mission of connecting people globally.

Responsibilities

• Developing and executing long/short term strategies with leadership within the EMEA region with measurable results and driving continuous improvement
• Supporting of direct reports to perform their daily duties as assigned efficiently and effectively by mentoring and guiding. Possessing an understanding of team-level performance metrics and processes centered around support experience
• Building and maintaining quality assurance for direct reports, their customers and engineering interactions in line with company objectives and outcomes to Zoom and our customers
• Taking part in technical support interviews as needed and provide feedback to ensure future success within the team
• Providing support to troubleshoot and resolve technical issues reported by external customers and other team members when cases are escalated
• Providing ideas and assist with creation of documentation and training material for external and internal Support Center content
• Maintaining clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers

• Staying familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry
  

What we’re looking for:

• Have a background in Computer Engineering, Management Information Systems or equivalent
• Have management experience in a customer facing technical organization, working in SaaS Industry and/or Unified Collaboration.
• Have previous Technical Account Manager, Client Service Management and/or Solutions/Sales
• Engineering experience working internally and externally with C-Level executives
• Have an understanding of IP Telephony, SIP or H323, and Audio/Video codecs is advantageous. Along with, Unified Communication solutions (Cisco/Tandberg, Polycom, Lifesize, Microsoft Teams/Office365, 8x8, RingCentral, Avaya and/or Zoom) solutions.
• Able to analyze trends, understand metrics and present to upper management and leadership teams.
• Have excellent communication (written, oral, verbal), analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.
• Have the ability to work in a dynamic, team-oriented environment while maintaining a positive attitude towards customers and team members

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
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. Click Learnfor more information.

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.

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