Technical Support Engineer

What You Can Expect On Zoom's Tier 2 Technical Support team, you'll serve as a trusted technical resource for our most strategic Premier customers, resolving complex issues that directly shape their experience with our platform. This is not a high-volume call center environment: your day-to-day is a focused mix of email-based ticket work and direct customer conversations with our highest-tier accounts, requiring both strong technical depth and the kind of communication skills that build lasting trust. You'll work within a collaborative team that values curiosity, adaptability, and a genuine commitment to customer outcomes. About the Team The Technical Support Engineering team plays a central role in elevating the customer experience at Zoom. We build strong internal and external relationships, resolve complex technical issues, and serve as a dedicated resource for our Premier customers while actively collaborating across internal teams and staying nimble as our product suite continues to grow. Responsibilities Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring consistent, timely follow-up across all open cases Own and resolve inbound Tier 2 support cases across core Zoom technology domains, managing escalations from Tier 1 and coordinating with Tier 3 engineers when needed Analyze meeting quality product and network level issues by reviewing backend logs and network statistics to identify root causes such as packet loss, high latency, and connectivity degradation Drive individual performance by consistently meeting established support goals and case metrics Maintain technical proficiency across Zoom products, features, troubleshooting tools, and evolving best practices Develop and contribute to internal and external documentation and training materials Participate in an annual on-call rotation, providing support coverage a few times per year as scheduled What We're Looking For Exceptional communication skills, both written and verbal, with a demonstrated ability to build rapport with enterprise customers and remain composed under pressure 5+ years of experience in a Technical Support role, preferably supporting enterprise or Premier-tier customers Demonstrated ability to troubleshoot network issues affecting real-time communications, including interpreting packet captures to identify packet loss and jitter, with a solid understanding of UDP/TCP transport behavior Knowledge of firewall rule analysis, proxy servers, VPN, split tunneling, and other network routing intermediaries Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience Extensive hands-on experience with enterprise video conferencing platforms such as Microsoft Teams, Zoom, or Slack, including experience administering these solutions at an organizational level; prior Zoom administration experience is a plus Must be located in the Eastern Standard Time (EST) zone and…