Technical Support Engineer

Remote Jobs; United States; Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to support Premier customers with complex issues, blending email-ticket work and direct customer conversations. The role emphasizes deep technical troubleshooting, clear communication, and collaboration across teams to improve customer outcomes.

The ideal candidate has 5+ years in technical support, understands UDP/TCP, and is familiar with Zoom, MS Teams or Slack. EST hours apply within a hybrid work model.

Qualifications

• 5+ years of experience in a Technical Support role, preferably enterprise or Premier-tier customers.
• Troubleshoot network issues affecting real-time communications; interpret packet captures, understand UDP/TCP transport.
• Experience with enterprise video conferencing platforms (Microsoft Teams, Zoom, Slack).

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up across all open cases.
• Own and resolve inbound Tier 2 support cases across core Zoom technology domains; coordinate with Tier 3 engineers when needed.
• Analyze backend logs and network stats to identify root causes (packet loss, latency, connectivity degradation).
• Drive performance by meeting support goals and case metrics.
• Maintain proficiency across Zoom products, features, and troubleshooting tools; contribute to documentation and training materials.
• Participate in annual on-call rotation and provide coverage a few times per year.

Skills

Technical support

Network troubleshooting

Enterprise support

Communication skills

UDP/TCP knowledge

Firewall analysis

Video conferencing platforms

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

Packet captures

Log analysis

Zoom administration

Job description

What You Can Expect

On Zoom's Tier 2 Technical Support team, you'll serve as a trusted technical resource for our most strategic Premier customers, resolving complex issues that directly shape their experience with our platform. This is not a high-volume call center environment: your day-to-day is a focused mix of email-based ticket work and direct customer conversations with our highest-tier accounts, requiring both strong technical depth and the kind of communication skills that build lasting trust. You'll work within a collaborative team that values curiosity, adaptability, and a genuine commitment to customer outcomes.

About the Team

The Technical Support Engineering team plays a central role in elevating the customer experience at Zoom. We build strong internal and external relationships, resolve complex technical issues, and serve as a dedicated resource for our Premier customers while actively collaborating across internal teams and staying nimble as our product suite continues to grow.

Responsibilities

• Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring consistent, timely follow-up across all open cases
• Own and resolve inbound Tier 2 support cases across core Zoom technology domains, managing escalations from Tier 1 and coordinating with Tier 3 engineers when needed
• Analyze meeting quality product and network level issues by reviewing backend logs and network statistics to identify root causes such as packet loss, high latency, and connectivity degradation
• Drive individual performance by consistently meeting established support goals and case metrics
• Maintain technical proficiency across Zoom products, features, troubleshooting tools, and evolving best practices
• Develop and contribute to internal and external documentation and training materials
• Participate in an annual on-call rotation, providing support coverage a few times per year as scheduled

What We're Looking For

• Exceptional communication skills, both written and verbal, with a demonstrated ability to build rapport with enterprise customers and remain composed under pressure
• 5+ years of experience in a Technical Support role, preferably supporting enterprise or Premier-tier customers
• Demonstrated ability to troubleshoot network issues affecting real-time communications, including interpreting packet captures to identify packet loss and jitter, with a solid understanding of UDP/TCP transport behavior
• Knowledge of firewall rule analysis, proxy servers, VPN, split tunneling, and other network routing intermediaries
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience
• Extensive hands-on experience with enterprise video conferencing platforms such as Microsoft Teams, Zoom, or Slack, including experience administering these solutions at an organizational level; prior Zoom administration experience is a plus
• Must be located in the Eastern Standard Time (EST) zone and available to work core hours of 8:00 AM to 5:00 PM EST

Salary Range or On Target Earnings

Minimum:

$31.44Maximum:

$76.29This is a non-exempt position and is eligible for overtime pay in accordance with applicable federal, state, and local law. The annualized range is $65,400.00 - $158,700.00.In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

Anticipated Position Close Date

09/30/26

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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