Senior Premier Tech Support Engineer

Zoom; Northern (KY); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, resolving complex issues and shaping their Zoom experience. This role focuses on email-based tickets and direct conversations with high-tier accounts in a structured hybrid environment.

Candidates should have 5+ years in technical support, strong networking skills, and hands-on experience with enterprise video platforms like Zoom, Teams, or Slack. EST availability and US-based residency are required.

Qualifications

• 5+ years in Technical Support, enterprise/premier customers preferred.
• Troubleshoot network issues affecting real-time communications (UDP/TCP).
• Experience with firewall analysis, proxies, VPN, and routing intermediaries.
• Bachelor's degree or equivalent experience in CS/Engineering or related field.
• Hands-on experience with enterprise video conferencing platforms (Zoom/Teams/Slack).
• Ability to work in EST and core hours 8:00 AM–5:00 PM EST.

Responsibilities

• Engage Premier customers with clear communication, prioritizing urgent requests and follow-up.
• Own and resolve Tier 2 support cases across Zoom tech domains; coordinate with Tier 3 as needed.
• Analyze backend logs and network stats to identify root causes (packet loss, latency).
• Maintain technical proficiency across Zoom products and troubleshooting tools.
• Contribute to internal/external documentation and training materials.
• Participate in annual on-call rotation a few times per year.

Skills

Communication skills

Technical support

Network troubleshooting

Firewall analysis

VPN knowledge

Bachelor's degree

Video conferencing tools

EST time zone

Education

Bachelor's degree in CS/Engineering

Tools

Zoom administration

Teams administration

Slack administration

Job description

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, resolving complex issues and shaping their Zoom experience. This role focuses on email-based tickets and direct conversations with high-tier accounts in a structured hybrid environment.

Candidates should have 5+ years in technical support, strong networking skills, and hands-on experience with enterprise video platforms like Zoom, Teams, or Slack. EST availability and US-based residency are required.