Premier Enterprise Tech Support Engineer (Remote)

Zoom; Columbus (OH); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support engineer focused on Premier customers to resolve complex issues with the Zoom platform. This role balances email-based ticket work and direct conversations with high-value accounts, emphasizing technical depth and trust-building.

You will work within a collaborative team, maintaining proficiency across Zoom products, contributing to docs, and participating in occasional on-call rotations.

Qualifications

• 5+ years in a Technical Support role, preferably enterprise or Premier-tier.
• Troubleshoot network issues affecting real-time communications, including interpreting packet captures and UDP/TCP behavior.
• Knowledge of firewall rule analysis, proxy servers, VPN, split tunneling, and other network intermediaries.
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.
• Hands-on experience with enterprise video conferencing platforms such as Microsoft Teams, Zoom, or Slack; Zoom administration is a plus.
• Must be located in the EST zone and available to work 8:00 AM to 5:00 PM EST.

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up on open cases.
• Own and resolve inbound Tier 2 support cases across Zoom technology domains; coordinate with Tier 3 engineers when needed.
• Analyze meeting quality and network issues by reviewing backend logs and network statistics to identify root causes such as packet loss, high latency, and connectivity degradation.
• Drive individual performance by consistently meeting established support goals and case metrics.
• Maintain technical proficiency across Zoom products, troubleshooting tools, and evolving best practices.
• Develop and contribute to internal and external documentation and training materials.
• Participate in an annual on-call rotation, providing support coverage a few times per year as scheduled.

Skills

Communication skills

Enterprise support experience

Network troubleshooting

Packet capture analysis

UDP/TCP knowledge

Firewall analysis

VPN & tunneling

Education

Bachelor's degree in CS/Engineering or related field

Tools

Microsoft Teams

Zoom administration

Slack

Job description

Zoom is seeking a Tier 2 Technical Support engineer focused on Premier customers to resolve complex issues with the Zoom platform. This role balances email-based ticket work and direct conversations with high-value accounts, emphasizing technical depth and trust-building.

You will work within a collaborative team, maintaining proficiency across Zoom products, contributing to docs, and participating in occasional on-call rotations.