Premier Enterprise Technical Support Engineer

Zoom; United States; Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers with focused, high-quality email and direct conversations. You will own complex cases, analyze network issues, and coordinate with Tier 3 engineers to resolve problems impacting real-time communications.

You will contribute to documentation, training, and periodic on-call rotations while maintaining strong technical proficiency across Zoom products and related tools.

Qualifications

• 5+ years of experience in a Technical Support role, preferably supporting enterprise or Premier-tier customers.
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.
• Experience troubleshooting network issues affecting real-time communications, including interpreting packet captures.
• Hands-on experience with enterprise video conferencing platforms (Zoom, Teams, Slack).

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up across open cases.
• Own and resolve inbound Tier 2 support cases and coordinate with Tier 3 engineers when needed.
• Analyze network issues by reviewing logs and metrics to identify root causes (packet loss, latency, connectivity).
• Develop and maintain internal/external documentation and training materials.
• Participate in annual on-call rotation for support coverage.

Skills

Communication

Network troubleshooting

Packet capture analysis

Enterprise support

Firewall/VPN knowledge

Education

Bachelor's degree in Computer Science or Engineering

Tools

Zoom administration

Teams administration

Slack administration

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers with focused, high-quality email and direct conversations. You will own complex cases, analyze network issues, and coordinate with Tier 3 engineers to resolve problems impacting real-time communications.

You will contribute to documentation, training, and periodic on-call rotations while maintaining strong technical proficiency across Zoom products and related tools.