Technical Support Manager

United Kingdom

Auto‑apply with AI Apply

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology & ServicesIndustries

Requirements

Candidates should have a background in Computer Engineering, Management Information Systems or equivalent, and management experience in a customer-facing technical organization, ideally in the SaaS industry and/or Unified Collaboration. Previous experience as a Technical Account Manager, Client Service Management, or Solutions/Sales Engineering is preferred, along with experience working with C-level executives. A strong understanding of IP Telephony, SIP or H323, and Audio/Video codecs is advantageous, as is experience with Unified Communication solutions such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Teams/Office365, 8x8, RingCentral, Avaya and/or Zoom.

Responsibilities

As the Technical Support Manager for EMEA, you will lead a team of Tier 2 and Tier 3 engineers, managing their schedules, balancing workloads, and ensuring timely resolution of customer issues. You will act as a key escalation point, working closely with internal teams and customers, including C-level executives, to solve complex technical problems. You will mentor your team, identify operational trends, and help improve training and product readiness, developing and executing strategies with leadership to drive continuous improvement. You will provide support to troubleshoot and resolve technical issues, maintain quality assurance for direct reports and customers, participate in technical support interviews, and create documentation and training material.

Skills

Technical Support

Team Management

Customer Support

SaaS

Troubleshooting

Escalation Management

Mentoring

Operational Metrics

Quality Assurance

Product Support

Zoom

Video conferencing and online meeting solutions

About Zoom

Zoom provides video conferencing and online meeting solutions that allow users to conduct virtual meetings, webinars, and collaborative sessions. Its main product is video conferencing software, which enables high-quality video and audio communication, along with features like screen sharing, group messaging, and virtual backgrounds. Zoom also offers specialized products for larger events, such as Zoom Webinars and Zoom Events. The company operates on a freemium model, providing basic services for free while charging for advanced features through subscription plans tailored for various users, including businesses, educational institutions, and healthcare providers. Zoom stands out from competitors due to its user-friendly interface, reliable performance, and scalability for different needs, making it a vital tool for remote work, online education, telehealth, and social interactions.

San Jose, CaliforniaHeadquarters

2013Year Founded

$144.5MTotal Funding

IPOCompany Stage

Enterprise Software, Education, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Hybrid Work Options

Flexible Work Hours

Stock Options

Company Equity

Paid Vacation

Paid Sick Leave

Risks

Increased competition from Microsoft Teams and Google Meet threatens Zoom's market share.

Privacy concerns and regulatory scrutiny could impact Zoom's operations and reputation.

Hybrid work models may reduce demand for virtual meetings, affecting Zoom's growth.

Differentiation

Zoom offers a user-friendly interface with reliable performance for virtual meetings.

The platform supports diverse needs, including remote work, education, and telehealth.

Zoom's freemium model attracts a wide range of users with scalable subscription options.

Upsides

Zoom integrates AI tools to enhance virtual meeting effectiveness and productivity.

The expansion of 5G networks improves Zoom's video conferencing quality and accessibility.

Zoom's secure, HIPAA-compliant solutions drive demand in the telehealth sector.

Land your dream remote job 3x faster with AI

Try Jobo Free