Remote Premier Tier-2 Tech Support Engineer

Zoom; Jackson (MS); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with a focused mix of email-based tickets and direct conversations for high-value accounts. You will join a collaborative Technical Support Engineering team dedicated to resolving complex issues and maintaining outstanding customer outcomes.

The role emphasizes network troubleshooting, enterprise video conferencing administration, and strong communication in a structured hybrid environment. Core hours are EST-based.

Qualifications

• Excellent written and verbal communication; build rapport with enterprise customers.
• 5+ years in a Technical Support role, preferably with Premier-tier accounts.
• Troubleshoot real-time network issues; interpret packet captures; UDP/TCP knowledge.
• Knowledge of firewall rules, proxies, VPNs, split tunneling and network routing.
• Bachelor's degree in CS/Engineering or related field, or equivalent experience.
• Hands-on experience with enterprise video conferencing platforms (Teams, Zoom, Slack), including admin duties.
• Located in EST and available to work 8:00 AM–5:00 PM EST.

Responsibilities

• Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring timely follow-up.
• Own and resolve Tier 2 support cases across core Zoom technology domains, coordinating with Tier 3 engineers when needed.
• Analyze backend logs and network statistics to identify root causes like packet loss and latency.
• Drive performance by meeting support goals and case metrics.
• Maintain technical proficiency across Zoom products and troubleshooting tools.
• Develop and contribute to internal and external documentation and training materials.
• Participate in an annual on-call rotation.

Skills

Communication skills

Technical troubleshooting

Network fundamentals

Firewall/VPN knowledge

Video conferencing platforms

EST timezone availability

Education

Bachelor's degree in Computer Science or related field

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with a focused mix of email-based tickets and direct conversations for high-value accounts. You will join a collaborative Technical Support Engineering team dedicated to resolving complex issues and maintaining outstanding customer outcomes.

The role emphasizes network troubleshooting, enterprise video conferencing administration, and strong communication in a structured hybrid environment. Core hours are EST-based.