What you can expect

The ideal Technical Support Engineer is someone who will be passionate about our cloud collaboration vision and has a great attitude. The Technical Support Engineer is expected to be highly proficient in all areas related to our Zoom products. Must have technical support experience supporting enterprise clients.

Candidates with a CCNA / CCNP voice certification is preferred but not required.

About the Team

Zoom values customer, team member, and community care. They offer hybrid work and respect individual styles. The team includes senior staff and specialists for support. Emphasis is on collaboration and teamwork.

Responsibilities

Providing support to troubleshoot and resolve technical issues reported by customers through phone, chat, and ticket channels.

Identifing bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions.

Providing ideas and assist with the creation of documentation and training material for external and internal Support Center content.

Maintaining clear, concise, and positive communication for all cases in a timely manner including follow-ups with customers and team members.

Staying familiar with all of Zoom’s products and offerings, as well as those of competitors and partners in the industry.

What we’re looking for

Have past experience of at least Tier II level Technical Support and Customer Service experience.

Have experience in Unified communications with video and telephony-based products.

Have knowledge in firewall and networking

Have good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO

Have understanding of networking concepts, protocols, and troubleshooting methodologies.

Have understanding of SIP, Telephony and H323 Protocols.

Have relevant certifications (e.g., CompTIA Network+, Cisco CCNA)

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.