Remote Premier Tech Support Engineer

Zoom; Austin (TX); Hybrid; USD 65,000 - 159,000; Full time

Benefits offered by this job

Hybrid work environment

Overtime eligibility

Total Direct Compensation philosophy

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with complex issues, combining email work and direct conversations. You will work with Tier 1 and Tier 3 engineers to resolve cases, maintaining high communication standards and technical depth across Zoom products.

Applicants should have 5+ years in technical support for enterprise customers, strong network troubleshooting skills, and experience with video conferencing platforms like Zoom, Teams, or Slack.

Qualifications

• 5+ years in Technical Support, ideally for Premier/enterprise clients.
• Experience troubleshooting real-time communications networks and interpreting captures.
• Familiarity with firewall analysis, proxies, VPNs, and tunneling.
• Experience administering Zoom-like / video conferencing platforms at an org level.

Responsibilities

• Interact with Premier customers via email and direct conversations; follow up promptly.
• Own Tier 2 support cases; escalate to Tier 3 as needed.
• Analyze network issues and reviews of logs to identify root causes like packet loss or jitter.
• Maintain up-to-date expertise on Zoom products and troubleshooting tools.
• Contribute to internal docs and training materials; participate in on-call rotations.

Skills

Enterprise support

Network troubleshooting

UDP/TCP understanding

Firewall/VPN knowledge

Communications (written & verbal)

Education

Bachelor's degree in CS/Engineering or related field

Tools

Zoom

Microsoft Teams

Slack

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with complex issues, combining email work and direct conversations. You will work with Tier 1 and Tier 3 engineers to resolve cases, maintaining high communication standards and technical depth across Zoom products.

Applicants should have 5+ years in technical support for enterprise customers, strong network troubleshooting skills, and experience with video conferencing platforms like Zoom, Teams, or Slack.