Tier 2 Tech Support Engineer – Premier (Remote)

Zoom; Montpelier (VT); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support engineer to support Premier customers. You will handle complex, non- high-volume issues via email and direct conversations, escalating to Tier 3 when needed.

You will work with enterprise video platforms (Teams/Zoom/Slack) and maintain strong communication while building lasting trust with customers in EST. Hybrid/remote work options may apply.

Qualifications

• 5+ years in a technical support role for enterprise or Premier customers.
• Strong ability to troubleshoot real-time network issues affecting comms.
• Experience with firewall/VPN and network intermediaries is required.
• Bachelor-level degree or equivalent practical experience.
• Hands-on administration of enterprise video platforms (Teams/Zoom/Slack).

Responsibilities

• Engage Premier customers with clear, empathetic communication and timely follow-up.
• Own and resolve Tier 2 cases, coordinating with Tier 3 engineers as needed.
• Analyze network issues via logs and metrics to identify root causes.
• Meet support goals and case metrics to drive performance.
• Maintain proficiency across Zoom products and troubleshooting tools.
• Develop internal and external docs and training materials.
• Participate in annual on-call rotation.

Skills

Communication

Tech Support 5+ yrs

Network troubleshooting

Firewall/VPN knowledge

Video conferencing admin

EST availability

Education

Bachelor's degree in CS/Engineering or related field

Tools

Microsoft Teams

Zoom

Slack

Job description

Zoom is seeking a Tier 2 Technical Support engineer to support Premier customers. You will handle complex, non- high-volume issues via email and direct conversations, escalating to Tier 3 when needed.

You will work with enterprise video platforms (Teams/Zoom/Slack) and maintain strong communication while building lasting trust with customers in EST. Hybrid/remote work options may apply.