Remote Premier Enterprise Tech Support Engineer

Zoom; Lincoln (NE); 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-based tickets and direct conversations with high-value accounts. You will diagnose complex network and platform issues, review logs and back-end metrics, and collaborate with Tier 3 engineers to ensure exceptional customer outcomes.

The role emphasizes strong communication and deep product knowledge. Candidates should have 5+ years in technical support for enterprise customers, familiarity with video

Qualifications

• 5+ years of experience in a Technical Support role, preferably enterprise/Premier-tier
• Experience troubleshooting real-time communications network issues (packet loss, latency)
• Experience interpreting packet captures and understanding UDP/TCP transport behavior
• Knowledge of firewall rules, proxies, VPNs, and network intermediaries
• Bachelor's degree in CS/Engineering or equivalent
• Hands-on experience with enterprise video conferencing platforms (Teams/Zoom/Slack) at an org level
• Available to work core hours in EST zone

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up on cases
• Own and resolve inbound Tier 2 support cases, coordinating with Tier 3 as needed
• Analyze network issues and backend logs to identify root causes like packet loss or high latency
• Meet established support goals and case metrics
• Maintain technical proficiency across Zoom products and troubleshooting tools
• Develop internal and external documentation and training materials
• Participate in an annual on-call rotation

Skills

Technical Support

Network troubleshooting

Enterprise video conferencing

Communication skills

Packet capture analysis

UDP/TCP understanding

Firewall/VPN knowledge

Education

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

Equivalent experience

Tools

Microsoft Teams

Zoom Admin

Slack

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, handling email-based tickets and direct conversations with high-value accounts. You will diagnose complex network and platform issues, review logs and back-end metrics, and collaborate with Tier 3 engineers to ensure exceptional customer outcomes.

The role emphasizes strong communication and deep product knowledge. Candidates should have 5+ years in technical support for enterprise customers, familiarity with video