Premier Tech Support Engineer - Enterprise

Zoom

Alpharetta (GA)

Hybrid

USD 65,000 - 159,000

Full time

5 days ago

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Job summary

Zoom is seeking a Tier 2 Technical Support Engineer in a structured hybrid work model. You will resolve complex issues for Premier customers with a balance of email ticket work and high-touch conversations, leveraging deep product knowledge and network expertise.

Ideal candidates have 5+ years in technical support for enterprise accounts, hands-on experience with video conferencing platforms, and strong communication skills, with availability to work EST core hours.

Qualifications

Bachelor's degree in Computer Science, Engineering, or related field or equivalent experience.
5+ years in a Technical Support role, enterprise/premier customer experience preferred.
Experience troubleshooting real-time communications and interpreting network captures.

Responsibilities

Engage Premier customers with clear, empathetic communication and timely follow-up across cases.
Own and resolve inbound Tier 2 support cases, coordinating with Tier 3 engineers as needed.
Analyze network issues using logs and statistics to identify root causes (packet loss, latency, connectivity).
Meet support goals and case metrics to drive performance.
Maintain proficiency with Zoom products and troubleshooting tools; contribute to docs and training.