Remote Premier Tech Support Engineer — Enterprise Networking

Zoom

Harrisburg (Dauphin County)

Hybrid

USD 65,000 - 159,000

Full time

6 days ago

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Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to assist Premier customers with complex issues. You will resolve inbound cases, review logs and network stats, and coordinate with Tier 3 engineers when needed, while maintaining product proficiency and contributing to docs.

The role emphasizes clear communication, enterprise customer handling, and a structured hybrid work model with EST hours.

Qualifications

5+ years of experience in a Technical Support role, preferably for enterprise or Premier-tier customers.
Ability to troubleshoot network issues affecting real-time communications, including packet captures.
Strong knowledge of firewall rules, proxies, VPNs, split tunneling, and routing intermediaries.

Responsibilities

Engage Premier customers with clear, empathetic communication and timely follow-up across all cases.
Own and resolve Tier 2 support cases across Zoom technology domains, coordinating with Tier 3 when needed.
Analyze network and product issues by reviewing logs and statistics to identify root causes like packet loss or latency.
Meet established support goals and case metrics to drive performance.
Maintain proficiency with Zoom products, troubleshooting tools, and best practices.
Develop internal and external documentation and training materials.
Participate in annual on-call rotation for coverage.