Technical Support Engineer

About the Team

Responsibilities

• Respond to customer inquiries across Zoom products via chat, email, and phone with professionalism and urgency
• Diagnose and resolve issues related to voice communication systems, call routing, and Contact Center applications
• Document customer interactions, troubleshooting steps, and resolutions accurately within the ticketing system, ensuring proper follow-up and closure
• Deliver clear, step-by-step technical guidance using internal knowledge bases, diagnostic tools, and support resources
• Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex technical issues effectively
• Participate in on-call rotation, including weekend coverage, and shift work across APAC, EMEA, and US Eastern time zones
• Attend product training sessions and team meetings to stay current on Zoom product updates, new features, and support policies
• Maintain high standards of professionalism, empathy, and customer satisfaction in every interaction
• What We're Looking Fo r
• 2 to 4 years of hands-on experience in a technical support role
• Working knowledge of SIP/VoIP technologies, protocols, and telephony concepts including call flow mechanisms
• Practical understanding of Contact Center platforms and support operations
• Basic technical knowledge of audio/video devices, internet and network troubleshooting, and SaaS applications
• Proficiency with support tools such as ServiceNow, Salesforce, or equivalent platforms
• Familiarity with network diagnostic tools such as ping, traceroute, Wireshark, or tcpdump
• Excellent verbal and written communication skills with a customer-focused approach, composure under pressure, and strong time management in a fast-paced, shift-based environment
• 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. 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. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
• If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
• Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.
• 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.

Qualifications

• Familiarity with network diagnostic tools such as ping, traceroute, Wireshark, or tcpdump