Technical Support Engineer - Zoom Rooms

Employment Type: Full-time

Location: Denver, CO

Position Overview

The ideal Technical Support Engineer (TSE) is passionate about our Cloud Meeting vision, possesses a great attitude, and demonstrates the ability to be both reactive and proactive on a day-to-day basis. The TSE is expected to be highly proficient in all areas related to our Zoom products.

Responsibilities

• Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels.
• Identify bugs, test, reproduce, report, and work with escalation engineers to assist with fixes and test/verify fix versions.
• Provide ideas and assist with the creation of documentation and training material for external and internal Support Center content.
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers.
• Stay familiar with all of Zoom’s products, offerings, and integrations, as well as those of software and hardware competitors and partners in the industry.

Requirements

• Minimum 3-5 years of at least Tier II level Technical Support and Customer Service experience.
• Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/experience preferred.
• Experience with room-based videoconferencing, VoIP, and SIP/H323 protocol.
• Knowledge in firewalls and networking.
• Good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD, and SSO.
• Experience with Microsoft Teams, Microsoft Teams Live Event, and other meeting solutions is a plus.
• Excellent communication (both oral, written, and interpersonal), customer service, and troubleshooting skills are a must.
• Being a true team player is a must at Zoom.
• Must be located in Denver, CO.
• Have a CCNA, Network+, or SSCA SIP certification or equivalent experience.
• Have an understanding of network firewalls, switches, systems, and tools required.
• Prior CCaaS/VoIP experience is required.

Salary Range

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

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

Application Instructions

We offer a window of at least 5 days for you to apply. Anticipated Position Close Date: 07/22/25

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 everyone has the opportunity to succeed.