Premier Enterprise Technical Support Engineer

Zoom; Augusta (ME); Hybrid; USD 65,000 - 159,000; Full time

Benefits offered by this job

Hybrid/Remote work

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers with a focus on resolving complex issues and guiding platform usage. This role emphasizes email-based ticket work and direct conversations with high-value accounts in a collaborative team environment.

The ideal candidate has 5+ years in technical support for enterprise customers, solid network troubleshooting skills (UDP/TCP, packet captures), and hands-on Zoom or video conferencing administration experience.

Qualifications

• 5+ years of experience in a Technical Support role, ideally with enterprise/Premier customers.
• Experience troubleshooting network issues affecting real-time communications and interpreting packet captures.
• Strong written and verbal communication skills with enterprise customers.
• Knowledge of firewall rules, proxies, VPNs, and common network intermediaries.
• Experience administering Zoom and other enterprise video conferencing platforms.

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, coordinating with Tier 3 as needed.
• Analyze network issues using backend logs and statistics to identify root causes like packet loss or high latency.
• Maintain and improve personal performance against support goals and metrics.
• Develop and contribute to internal/external documentation and training materials.
• Participate in annual on-call rotations as scheduled.

Skills

Enterprise support

Network troubleshooting

Communication skills

UDP/TCP concepts

Packet captures

Education

Bachelor's degree in Computer Science or related field

Tools

Zoom administration

Teams administration

Slack administration

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers with a focus on resolving complex issues and guiding platform usage. This role emphasizes email-based ticket work and direct conversations with high-value accounts in a collaborative team environment.

The ideal candidate has 5+ years in technical support for enterprise customers, solid network troubleshooting skills (UDP/TCP, packet captures), and hands-on Zoom or video conferencing administration experience.