Premier Enterprise Tech Support Engineer (Remote)

Zoom; Salt Lake City (UT); Remote; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer in a primarily remote/hybrid role supporting Premier customers. You will resolve complex network and video conferencing issues, analyze logs and captures, and coordinate with escalations to keep critical meetings running smoothly.

The ideal candidate has 5+ years in technical support, deep knowledge of UDP/TCP, VPN, firewalls, and hands-on experience with Zoom, Teams or Slack at an enterprise level.

Qualifications

• 5+ years in a Technical Support role, enterprise/premier-tier experience.
• Troubleshoot network issues affecting real-time communications; interpret packet captures.
• Knowledge of firewall rules, proxies, VPN, split tunneling, and network intermediaries.
• Hands-on experience with enterprise video conferencing platforms (Teams, Zoom, Slack).
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up on open cases.
• Own and resolve 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 statistics to identify root causes.
• Maintain technical proficiency across Zoom products and troubleshooting tools; contribute to internal docs and training materials.
• Participate in annual on-call rotation and provide coverage as scheduled.

Skills

Network troubleshooting

Communication skills

Enterprise support

Packet capture analysis

UDP/TCP basics

Firewall/VPN knowledge

Education

Bachelor's degree in CS/Engineering or related field

Tools

Zoom

Microsoft Teams

Slack

Job description

Zoom is seeking a Tier 2 Technical Support Engineer in a primarily remote/hybrid role supporting Premier customers. You will resolve complex network and video conferencing issues, analyze logs and captures, and coordinate with escalations to keep critical meetings running smoothly.

The ideal candidate has 5+ years in technical support, deep knowledge of UDP/TCP, VPN, firewalls, and hands-on experience with Zoom, Teams or Slack at an enterprise level.