Enterprise Tech Support Engineer (Tier 2)

Zoom; Cork; Hybrid; EUR 48,000 - 77,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer based in Cork, Ireland to support Enterprise customers. You will own and resolve Tier 2 cases, build strategic partnerships, and drive customer success with Zoom products, ensuring satisfaction and swift resolution.

You will work in a hybrid environment, collaborating across teams, maintaining product knowledge, and documenting processes for internal and external use. A strong CCNA/Network+ and CCaaS/VoIP background is essential.

Qualifications

• Possess a CCNA, Network+, or SSCA SIP credential or equivalent experience
• Demonstrate Solid background in CCaaS/VoIP is essential.
• Have a proven recent track record (5 - 7 Yrs) in a Technical Support role
• Have the 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 assured and proactive in calling and collaborating with customer contacts.
• Have a good understanding of network firewalls, switches, systems, and troubleshooting tools

Responsibilities

• Assigning to 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 or Network+

CCaaS/VoIP knowledge

5-7 years experience

multi-channel support

strong communication

network troubleshooting

Job description

Zoom is seeking a Tier 2 Technical Support Engineer based in Cork, Ireland to support Enterprise customers. You will own and resolve Tier 2 cases, build strategic partnerships, and drive customer success with Zoom products, ensuring satisfaction and swift resolution.

You will work in a hybrid environment, collaborating across teams, maintaining product knowledge, and documenting processes for internal and external use. A strong CCNA/Network+ and CCaaS/VoIP background is essential.