Premier-Level Technical Support Engineer (Remote)

Zoom; Little Rock (AR); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers. You will handle a focused mix of email-based ticket work and direct conversations with high-tier accounts, ensuring timely follow-up and effective issue resolution.

You will troubleshoot complex network issues, coordinate with Tier 3 when needed, and contribute to documentation while maintaining product expertise. This hybrid role requires EST hours and strong communication skills.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field or equivalent experience.
• Experience troubleshooting real-time communications and network issues (packet loss, jitter).
• Hands-on experience with enterprise video conferencing platforms (Zoom, Teams, Slack) at an organizational level.

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up across all cases.
• Own and resolve Tier 2 support cases and coordinate with Tier 3 engineers as needed.
• Analyze network issues by reviewing logs and statistics to identify root causes like latency and packet loss.
• Maintain proficiency with Zoom products and troubleshooting tools; contribute to internal docs and training.
• Participate in annual on-call rotation and meet support goals and metrics.

Skills

Communication skills

Enterprise support

Network troubleshooting

UDP/TCP understanding

Firewall analysis

Bachelor’s degree

Zoom admin experience

Education

Bachelor’s degree in CS/Engineering

Tools

Teams

Slack

Zoom admin

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers. You will handle a focused mix of email-based ticket work and direct conversations with high-tier accounts, ensuring timely follow-up and effective issue resolution.

You will troubleshoot complex network issues, coordinate with Tier 3 when needed, and contribute to documentation while maintaining product expertise. This hybrid role requires EST hours and strong communication skills.