Premier Tier 2 Tech Support Engineer (Remote)

Zoom; Honolulu (HI); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with high-level technical issues. You will resolve inbound cases, analyze network problems, and contribute to documentation while maintaining strong communication with customers.

Ideal candidates have enterprise support experience, deep networking knowledge, and the ability to work in a hybrid, flexible environment in EST. Join a collaborative team focused on customer outcomes.

Qualifications

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

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up on open cases.
• Own and resolve inbound Tier 2 support cases across core Zoom technology domains.
• Analyze network issues by reviewing logs to identify root causes such as packet loss and latency.
• Maintain technical proficiency with Zoom products and troubleshooting tools.
• Develop and contribute to internal and external documentation and training materials.
• Participate in an on-call rotation a few times per year.

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with high-level technical issues. You will resolve inbound cases, analyze network problems, and contribute to documentation while maintaining strong communication with customers.

Ideal candidates have enterprise support experience, deep networking knowledge, and the ability to work in a hybrid, flexible environment in EST. Join a collaborative team focused on customer outcomes.