Remote Premier Enterprise Tech Support Engineer

Zoom; Jefferson City (MO); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, handling email tickets and direct conversations with high-tier accounts. You will resolve complex issues, review logs, and collaborate with Tier 3 engineers while maintaining strong communication and customer outcomes.

EST overlap and hybrid/remote work are supported, with an annualized pay range of $65,400 to $158,700. Starting pay varies by experience; benefits include total direct compensation with base, bonus,

Qualifications

• 5+ years of experience in a Technical Support role, preferably supporting enterprise or Premier-tier customers.
• Ability to troubleshoot network issues affecting real-time communications; interpreting packet captures.
• Knowledge of firewall rule analysis, proxy servers, VPN, split tunneling, and network routing intermediaries.
• Bachelor's degree in CS/Engineering or equivalent experience.
• Extensive hands-on experience with enterprise video conferencing platforms (MS Teams, Zoom, or Slack).

Responsibilities

• Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring timely follow-up across 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 product and network level issues by reviewing backend logs and network statistics to identify root causes
• Drive individual performance by consistently meeting established support goals and case metrics
• Maintain technical proficiency across Zoom products, features, troubleshooting tools, and evolving best practices
• Develop and contribute to internal and external documentation and training materials
• Participate in an annual on-call rotation, providing support a few times per year

Skills

Technical support

Customer communication

Network troubleshooting

Enterprise support

UDP/TCP understanding

Education

Bachelor's degree in CS/Engineering or related field

Tools

Zoom administration

Teams administration

Slack administration

Network monitoring tools

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, handling email tickets and direct conversations with high-tier accounts. You will resolve complex issues, review logs, and collaborate with Tier 3 engineers while maintaining strong communication and customer outcomes.

EST overlap and hybrid/remote work are supported, with an annualized pay range of $65,400 to $158,700. Starting pay varies by experience; benefits include total direct compensation with base, bonus,