Remote Premier Technical Support Engineer

Zoom; Salem (OR); Remote; USD 65,000 - 159,000; Full time

Benefits offered by this job

Benefits package

Hybrid/Remote work options

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, handling a focused mix of email-based tickets and direct conversations. You will resolve complex issues, review logs and metrics, and collaborate with Tier 3 engineers to ensure exceptional outcomes.

Ideal candidates have 5+ years in technical support for enterprise clients, strong network troubleshooting skills, and experience with Zoom or similar conferencing platforms.

Qualifications

• 5+ years in a technical support role, preferably with enterprise or Premier-tier customers.
• Experience troubleshooting network issues affecting real-time communications; interpret packet captures.
• Familiarity with UDP/TCP transport, firewall analysis, proxies, VPN, and split tunneling.

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up across all cases.
• Own and resolve inbound Tier 2 support cases; coordinate with Tier 3 engineers as needed.
• Analyze network issues by reviewing logs and statistics to identify root causes such as packet loss and high latency.
• Maintain technical proficiency across Zoom products and troubleshooting tools; contribute to internal/external docs and training.
• Participate in annual on-call rotation and meet support goals and case metrics.

Skills

Technical Support

Enterprise support

Network troubleshooting

Packet captures

Communication skills

Email-based support

Education

Bachelor's degree in Computer Science/Engineering

Tools

Microsoft Teams

Zoom

Slack

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, handling a focused mix of email-based tickets and direct conversations. You will resolve complex issues, review logs and metrics, and collaborate with Tier 3 engineers to ensure exceptional outcomes.

Ideal candidates have 5+ years in technical support for enterprise clients, strong network troubleshooting skills, and experience with Zoom or similar conferencing platforms.