Remote Premier Tech Support Engineer

Zoom

Carson City (NV)

Hybrid

USD 65,000 - 159,000

Full time

2 days ago

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Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, resolving complex issues that shape user experience with Zoom's platform. The role focuses on email-based ticket work and direct conversations with high-tier accounts, within a collaborative, curious team culture.

You will own Tier 2 cases, analyze network issues, and maintain expertise across Zoom products while contributing to documentation and training.

Qualifications

5+ years of experience in a Technical Support role, preferably enterprise or Premier-tier
Ability to troubleshoot network issues affecting real-time communications (packet loss, jitter)
Experience with firewall analysis, VPN, split tunneling, and network routing intermediaries
Bachelor's degree in CS/Engineering or equivalent experience
Hands‑on experience with enterprise video conferencing platforms (Teams/Zoom/Slack) and admin experience

Responsibilities

Engage Premier customers with clear, empathetic communication and timely follow-ups across open cases
Own and resolve Tier 2 support cases, coordinating with Tier 3 engineers when needed
Analyze network issues by reviewing logs and statistics to identify root causes
Maintain technical proficiency across Zoom products and troubleshooting tools
Develop and contribute to internal and external documentation and training materials
Participate in on-call rotations and meet support goals and metrics