Premier Tech Support Engineer (Network & UC)

Zoom; Overland Park (KS); Hybrid; USD 65,000 - 159,000; Full time

Benefits offered by this job

Hybrid work environment

Employee benefits

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, handling a focused mix of email-based tickets and direct conversations. You will resolve complex issues across Zoom’s platform and collaborate with Tier 3 engineers to ensure premier service levels.

Requirements include 5+ years in technical support, strong networking diagnose skills, and a Bachelor’s degree or equivalent. This role follows a structured hybrid work model and requires EST business hours.

Qualifications

• 5+ years of experience in a Technical Support role, preferably enterprise or Premier-tier.
• Experience troubleshooting network issues affecting real-time communications (UDP/TCP).
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.

Responsibilities

• Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring timely follow-up across all open cases.
• Own and resolve inbound Tier 2 support cases across core Zoom technology domains, coordinating with Tier 3 engineers when needed.
• Analyze meeting quality issues by reviewing backend logs and network statistics to identify root causes such as packet loss, high latency, and connectivity degradation.
• Drive individual performance by meeting established support goals and case metrics.
• Maintain technical proficiency across Zoom products and troubleshooting tools, and contribute to documentation and training materials.
• Participate in an annual on-call rotation, providing support a few times per year as scheduled.

Skills

Communication skills

Technical support

Network troubleshooting

Firewall/VPN knowledge

Video conferencing platforms

EST availability

Bachelor’s degree in CS/Engineering

Education

Bachelor's degree in CS/Engineering or equivalent

Tools

Microsoft Teams

Zoom

Slack

Wireshark

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, handling a focused mix of email-based tickets and direct conversations. You will resolve complex issues across Zoom’s platform and collaborate with Tier 3 engineers to ensure premier service levels.

Requirements include 5+ years in technical support, strong networking diagnose skills, and a Bachelor’s degree or equivalent. This role follows a structured hybrid work model and requires EST business hours.