Premier Tech Support Engineer - Remote

Zoom; Cheyenne (WY); Hybrid; USD 65,000 - 159,000; Full time

Benefits offered by this job

Hybrid work model

Remote options

Employee benefits

Job summary

Zoom is hiring for a Tier 2 Technical Support Engineer to service Premier customers. You will handle a focused mix of email-based ticket work and direct conversations with our highest-tier accounts, requiring strong technical depth and exceptional communication.

You will resolve inbound Tier 2 cases, review logs for root causes, and collaborate with Tier 3 engineers. A Hybrid/Remote working model applies, with EST hours and potential on-call rotation.

Qualifications

• 5+ years in a technical support role with enterprise customers.
• Experience troubleshooting real-time communications network issues and interpreting packet captures.
• Experience with enterprise video conferencing platforms (Teams/Zoom/Slack) and admin 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 as needed.
• Analyze meeting quality, product and network level issues by reviewing backend logs to identify root causes like packet loss and high latency.
• Drive performance by meeting support goals and case metrics.
• Maintain technical proficiency across Zoom products and troubleshooting tools; contribute to documentation and training materials.
• Participate in annual on-call rotation, providing coverage a few times per year.

Skills

Enterprise support

Network troubleshooting

Communication skills

Zoom administration

Firewall/VPN knowledge

Education

Bachelor's degree in CS/Engineering

Job description

Zoom is hiring for a Tier 2 Technical Support Engineer to service Premier customers. You will handle a focused mix of email-based ticket work and direct conversations with our highest-tier accounts, requiring strong technical depth and exceptional communication.

You will resolve inbound Tier 2 cases, review logs for root causes, and collaborate with Tier 3 engineers. A Hybrid/Remote working model applies, with EST hours and potential on-call rotation.