Premier Tech Support Engineer — Remote & Enterprise

Zoom; Denver (CO); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support engineer in the United States to support Premier customers. You will resolve complex issues, maintain expertise across Zoom products, and contribute to training resources.

Ideal candidates have 5+ years in technical support, strong network skills, and EST availability for core hours. This hybrid role emphasizes collaboration and customer outcomes within a fast-paced environment.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.
• 5+ years in a Technical Support role, preferably enterprise/Premier.
• Experience troubleshooting network issues affecting real-time communications, including interpreting packet captures for packet loss and jitter; solid UDP/TCP understanding.
• Knowledge of firewall rule analysis, proxy servers, VPN, split tunneling, and other network intermediaries.
• Hands-on experience with enterprise video conferencing platforms (Teams, Zoom, Slack) and admin experience.
• Must be located in EST and available to work core hours 8:00 AM to 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 technology domains; escalate to Tier 3 when needed.
• Analyze meeting quality issues by reviewing backend logs and network statistics to identify root causes.
• Drive performance by meeting support goals and case metrics.
• Maintain technical proficiency with Zoom products and troubleshooting tools.
• Develop and contribute to internal and external documentation and training materials.
• Participate in annual on-call rotation a few times per year.

Skills

Exceptional communication skills

Enterprise support experience

Network troubleshooting

UDP/TCP understanding

Packet capture interpretation

Pressure management

Education

Bachelor's degree in Computer Science or Engineering, or related field

Tools

Enterprise video conferencing platforms (Teams, Zoom, Slack)

Job description

Zoom is seeking a Tier 2 Technical Support engineer in the United States to support Premier customers. You will resolve complex issues, maintain expertise across Zoom products, and contribute to training resources.

Ideal candidates have 5+ years in technical support, strong network skills, and EST availability for core hours. This hybrid role emphasizes collaboration and customer outcomes within a fast-paced environment.