Technical Support Engineer

Position Overview

As a Technical Support Engineer, you will play a key role in Zoom’s Tier 2 Technical Support team. You’ll support enterprise customers across a broad range of Zoom products and services. Your focus will be on ensuring a seamless customer experience by identifying, troubleshooting, and resolving complex technical issues. You’ll work closely with cross-functional teams, provide insights to product teams, and contribute to documentation and training initiatives. Your technical expertise and customer-first approach will help drive product adoption and user satisfaction.

About the Team

The Technical Support Engineering team is at the heart of Zoom’s customer experience. We partner closely with customers to resolve issues, provide in-depth product guidance, and advocate for their needs internally. We’re a collaborative, high-performing group that values curiosity, empathy, and a bias for action. We work together to ensure our customers receive the highest standard of technical support and service excellence.

About You

The ideal Technical Support Engineer is enthusiastic about Zoom’s Cloud Meeting vision and brings a proactive, solutions-oriented mindset to every challenge. You’re technically skilled, customer-focused, and thrive in a fast-paced environment. You’re not just reactive—you anticipate needs, identify opportunities for improvement, and consistently deliver high-quality support across all Zoom products.

Responsibilities

• Taking ownership of customer cases, managing them end-to-end via phone, chat, and ticketing systems
• Assigning, triaging, and resolving Tier 2 technical issues across Zoom’s product suite
• Identifying and reproducing bugs; collaborating with Engineering to verify and test fixes
• Delivering timely and clear communication to customers, including proactive follow-ups and status updates
• Maintaining deep expertise across Zoom’s solutions, integrations, and industry ecosystem
• Producing high-quality internal and external documentation and knowledge base content
• Supporting after-hours or on-call rotations as needed
• Contributing to team success by meeting or exceeding individual performance metrics and SLAs

What We're Looking For

• Experience: 5–7 years of experience in Technical Support, with a good background in CCaaS/VoIP technologies. SaaS or UCaaS environment experience is advantageous.
• Technical Knowledge:
  • Understanding of SIP/H.323, VoIP protocols, and room-based videoconferencing solutions.
  • Proficiency in Microsoft 365, Azure AD, SSO, and Exchange.
  • Experience with Microsoft Teams or similar conferencing platforms.
• Certifications/Equivalent Experience: Hold certifications such as CCNA, Network+, or SSCA SIP, or bring equivalent experience with firewalls, switches, and network troubleshooting tools.
• Skills:
  • Excellent communication skills.
  • Ability to manage a high volume of complex support cases with urgency.
  • Strong team player with a proactive, customer-first mindset.
• Location: Reside in Denver, CO.

Salary Information

• Salary Range: $65,400.00 - $158,700.00
• Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. Zoom has a Total Direct Compensation philosophy that takes into consideration base salary, bonus, and equity value. There may be a different salary range for candidates in this and other locations due to Zoom's location-based compensation structure.

Application Information

• Anticipated Position Close Date: 07/25/25

Company Information

• 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 deliver...

Employment Details

• Employment Type: Full time
• Location Type: [Not Specified]