Remote Premier Tech Support Engineer (Enterprise)

Remote Jobs; United States; Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with complex issues, blending email-ticket work and direct customer conversations. The role emphasizes deep technical troubleshooting, clear communication, and collaboration across teams to improve customer outcomes.

The ideal candidate has 5+ years in technical support, understands UDP/TCP, and is familiar with Zoom, MS Teams or Slack. EST hours apply within a hybrid work model.

Qualifications

• 5+ years of experience in a Technical Support role, preferably enterprise or Premier-tier customers.
• Troubleshoot network issues affecting real-time communications; interpret packet captures, understand UDP/TCP transport.
• Experience with enterprise video conferencing platforms (Microsoft Teams, Zoom, Slack).

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up across all open cases.
• Own and resolve inbound Tier 2 support cases across core Zoom technology domains; coordinate with Tier 3 engineers when needed.
• Analyze backend logs and network stats to identify root causes (packet loss, latency, connectivity degradation).
• Drive performance by meeting support goals and case metrics.
• Maintain proficiency across Zoom products, features, and troubleshooting tools; contribute to documentation and training materials.
• Participate in annual on-call rotation and provide coverage a few times per year.

Skills

Technical support

Network troubleshooting

Enterprise support

Communication skills

UDP/TCP knowledge

Firewall analysis

Video conferencing platforms

Education

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

Tools

Packet captures

Log analysis

Zoom administration

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with complex issues, blending email-ticket work and direct customer conversations. The role emphasizes deep technical troubleshooting, clear communication, and collaboration across teams to improve customer outcomes.

The ideal candidate has 5+ years in technical support, understands UDP/TCP, and is familiar with Zoom, MS Teams or Slack. EST hours apply within a hybrid work model.