Premier Tech Support Engineer — Enterprise Networking

Zoom; Helena (MT); Remote; USD 65,000 - 159,000; Full time

Job summary

Zoom seeks a Tier 2 Technical Support Engineer to serve Premier customers, handling a focused mix of email-based tickets and direct conversations with top accounts. You will resolve complex issues, collaborate with Tier 3 engineers, and maintain strong communication to build trust.

You will work with a collaborative team in a structured hybrid/remote environment, meeting EST hours and contributing to training materials and knowledge base improvements.

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 a related field, or equivalent experience.
• Experience administering video conferencing platforms at an organizational level (Zoom preferred).
• Must be located in EST and available to work core hours 8:00 AM–5:00 PM EST.

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up across open cases.
• Own and resolve inbound Tier 2 support cases across core Zoom tech domains; coordinate with Tier 3 engineers as needed.
• Analyze meeting quality, network issues, and logs to identify root causes like packet loss and latency.
• Meet established support goals and case metrics to drive performance.
• Maintain technical proficiency across Zoom products and troubleshooting tools.
• Contribute to internal and external documentation and training materials.
• Participate in an annual on-call rotation.

Skills

Technical Support

Network Troubleshooting

Enterprise Customers

Communication Skills

TCP/UDP Networking

Education

Bachelor's degree in CS/Engineering

Tools

Teams/Zoom/Slack Admin

Job description

Zoom seeks a Tier 2 Technical Support Engineer to serve Premier customers, handling a focused mix of email-based tickets and direct conversations with top accounts. You will resolve complex issues, collaborate with Tier 3 engineers, and maintain strong communication to build trust.

You will work with a collaborative team in a structured hybrid/remote environment, meeting EST hours and contributing to training materials and knowledge base improvements.