Premier Technical Support Engineer

Zoom; Boise (ID); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to assist Premier customers, focusing on email-based ticket work and direct conversations with high-tier accounts. You will resolve complex issues, maintain product expertise, and contribute to documentation.

The role emphasizes collaboration, structured hybrid working, and delivering exceptional customer outcomes while working with Zoom tools and teams.

Qualifications

• 5+ years in a Technical Support role, enterprise or Premier-tier experience preferred.
• Ability to troubleshoot real-time network issues affecting communications.
• Experience with enterprise video platforms and administering these solutions.

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up on open cases.
• Own and resolve Tier 2 support cases across Zoom technology domains; coordinate with Tier 3 as needed.
• Analyze network-level issues using logs and statistics to identify root causes (packet loss, latency).
• Maintain technical proficiency across Zoom products and troubleshooting tools.
• Develop and contribute to internal/external documentation and training materials.
• Participate in annual on-call rotation.

Skills

Enterprise support

Network troubleshooting

Communication skills

UDP/TCP understanding

Teams/Zoom admin

On-call rotation

Education

Bachelor's in CS/Engineering

Tools

Wireshark

VPN

Firewall analysis

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to assist Premier customers, focusing on email-based ticket work and direct conversations with high-tier accounts. You will resolve complex issues, maintain product expertise, and contribute to documentation.

The role emphasizes collaboration, structured hybrid working, and delivering exceptional customer outcomes while working with Zoom tools and teams.