Senior Tech Support Engineer for Premier Enterprise Remote

Zoom; Santa Barbara (CA); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is hiring for a Tier 2 Technical Support Engineer to serve Premier customers, focusing on high-priority cases with email and direct conversations. You will analyze complex network issues, coordinate with Tier 3 engineers, and maintain deep product knowledge.

You will join a collaborative team in a hybrid/remote role, supporting EST core hours and contributing to documentation and on-call duties as needed.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in technical support for enterprise/premier customers.
• Experience troubleshooting network issues in real-time communications.
• Experience with enterprise video conferencing tools (Zoom/Teams/Slack).

Responsibilities

• Engage Premier customers with clear, empathetic communication and follow-up on open cases.
• Own and resolve Tier 2 support cases across Zoom tech domains; escalate to Tier 3 as needed.
• Analyze network issues/captures to identify root causes like packet loss or latency.
• Meet or exceed established support goals and case metrics.
• Maintain technical proficiency across Zoom products and troubleshooting tools.
• Contribute to internal/external docs and training materials.
• Participate in annual on-call rotation.

Skills

Communication skills

Technical Support

Network troubleshooting

UDP/TCP knowledge

Firewall/VPN knowledge

Education

Bachelor's degree in Computer Science/Engineering

Tools

Zoom administration

Microsoft Teams

Slack

Job description

Zoom is hiring for a Tier 2 Technical Support Engineer to serve Premier customers, focusing on high-priority cases with email and direct conversations. You will analyze complex network issues, coordinate with Tier 3 engineers, and maintain deep product knowledge.

You will join a collaborative team in a hybrid/remote role, supporting EST core hours and contributing to documentation and on-call duties as needed.