Enterprise Tech Support Engineer (Hybrid, Tier 2)

Zoom Communications; Cork; Hybrid; EUR 47,800 - 76,500; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer based in Cork, Ireland, to support Enterprise customers and drive satisfaction. The role requires 5–7 years in technical support, CCaaS/VoIP expertise, and strong communication with customers. You will work in a hybrid model with office commutes three times a week.

The team focuses on delivering exceptional customer experience, developing resources, and collaborating across departments to ensure customer success with Zoom products and services.

Qualifications

• CCNA, Network+ or SSCA SIP credential or equivalent experience.
• Solid background in CCaaS/VoIP is 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.
• Learn complex technical and platform knowledge quickly and use it effectively.
• Be customer-focused with natural and effective communication skills.
• Be highly proactive in calling and collaborating with customer contacts.
• Have a good understanding of network firewalls, switches, systems, and troubleshooting tools.

Responsibilities

• Assigning cases arriving in queue with vigor and manage multiple cases effectively.
• Taking ownership and resolve cases in Tier 2 Support technology domains
• Being accountable to deliver the best time to resolution in support of our customers
• Contributing to organizational success by meeting individual goals and metrics
• Communicating promptly and consistently with customers, prioritizing urgent requests
• 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.

Skills

CCNA credential

Network+ credential

SSCA SIP credential

Tools

VoIP knowledge

Job description

Zoom is seeking a Tier 2 Technical Support Engineer based in Cork, Ireland, to support Enterprise customers and drive satisfaction. The role requires 5–7 years in technical support, CCaaS/VoIP expertise, and strong communication with customers. You will work in a hybrid model with office commutes three times a week.

The team focuses on delivering exceptional customer experience, developing resources, and collaborating across departments to ensure customer success with Zoom products and services.