Remote Premier Tech Support Engineer

Zoom; Richmond (VA); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is hiring for a Tier 2 Technical Support Engineer to serve Premier customers, handling complex email and direct conversations in a non-high-volume environment. You’ll resolve issues across Zoom tech domains, escalating to Tier 3 when needed, while maintaining strong client relationships.

The role emphasizes deep technical troubleshooting of video collaboration tools, packet-level analysis, and cross-functional teamwork in a hybrid/remote setup. EST availability is required.

Qualifications

• 5+ years in a Technical Support role for enterprise customers.
• Troubleshoot real-time video/network issues; interpret packet captures.
• Understand UDP/TCP transport behavior.
• Knowledge of firewall rules, proxies, VPN, split tunneling.
• Experience administering Zoom or other enterprise video conferencing.
• Located in EST and available to work 8:00–17:00 EST.

Responsibilities

• Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring timely follow-up across all 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 issues by reviewing backend logs and network stats to identify root causes like packet loss and high latency.
• Drive performance by meeting established support goals and case metrics.
• Maintain technical proficiency across Zoom products and troubleshooting tools.
• Develop and contribute to internal/external documentation and training materials.
• Participate in annual on-call rotation, providing support a few times per year.

Skills

Technical support

Network troubleshooting

Packet analysis

UDP/TCP basics

Communication skills

Cross-team collaboration

Education

Bachelor's degree in CS/Engineering or related

Tools

Zoom

Microsoft Teams

Slack

Job description

Zoom is hiring for a Tier 2 Technical Support Engineer to serve Premier customers, handling complex email and direct conversations in a non-high-volume environment. You’ll resolve issues across Zoom tech domains, escalating to Tier 3 when needed, while maintaining strong client relationships.

The role emphasizes deep technical troubleshooting of video collaboration tools, packet-level analysis, and cross-functional teamwork in a hybrid/remote setup. EST availability is required.