Technical Support Engineer - Tier 2

Employment Type: Full-time

Position Overview

You will specifically support our customers within Zoom’s Tier 2 Technical Support team. This function supports, develops, and maintains strategic partnerships with our enterprise customers. The Technical Support Engineer ensures the customers' success with Zoom products and services, and delivers customer satisfaction and happiness.

About the Team

The Technical Support Engineering team plays a crucial role in improving the customer experience within Zoom. We build relationships, resolve technical issues, and act as dedicated technical support for customers. We provide our customers with useful resources that will enable them to succeed with our solutions, and we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing strategies with a commitment to excellence.

Responsibilities

• Taking ownership and resolving cases in Tier 2 Support technology domains.
• Contributing to organizational success by meeting individual goals and metrics.
• Communicating promptly and consistently with customers, prioritizing urgent requests, including timely follow-ups with customers, team members, and engineers.
• Maintaining proficiency with Zoom products, features, troubleshooting tools, and best practices.
• Being flexible and available for after-hours or on-call support when needed.
• Creating documentation and training materials for internal and external support.

Requirements

• Have a proven track record (5 - 7 years) in a Technical Support role.
• Have the ability to manage a high volume of cases, calls, and chats while in a fast-moving, team-oriented environment.
• Be located in Denver, CO.
• Have a CCNA, Network+, or SSCA SIP certification or equivalent experience.
• Have understanding of network firewalls, switches, systems, and required tools.
• Have prior CCaaS/VoIP experience required.

Compensation & Benefits

Salary Range:

• Minimum: $65,400.00
• Maximum: $158,700.00

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. 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. There may be a different range for candidates in this and other locations due to Zoom's location-based compensation structure.

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. Click Learn for more information.

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.

Application Instructions

We offer a window of at least 5 days for you to apply because we believe in giving you every opportunity.

Anticipated Position Close Date: 07/14/25

We look forward to receiving your application!