Technical Support Engineer

Zoom

Full-time

Remote

Administrative and Support Services

About the position

The Technical Support Engineer role within Zoom's Tier 2 Technical Support team is focused on ensuring customer success with Zoom products and services. This position involves providing technical support, resolving complex issues, and maintaining strong relationships with enterprise customers. The role is crucial for enhancing the customer experience and requires a commitment to excellence in service delivery.

Responsibilities

• Providing technical support to field engineers, technicians, and product support personnel diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responding to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reporting design, reliability, and maintenance problems or bugs to design engineering/software engineering.
• Being involved in customer installation and training.
• Providing support to customer/users where the product is highly technical or sophisticated in nature.
• Applying company policies and procedures to resolve routine issues.

Requirements

• Proven track record in a Technical Support role.
• Ability to manage a high volume of cases, calls, and chats in a fast-moving, team-oriented environment.
• Location in Las Vegas, Nevada.
• CCNA, Network+, or SSCA SIP certification or equivalent experience.
• Understanding of network firewalls, switches, systems, and tools required.
• Prior CCaaS/VoIP experience.

Benefits

• Variety of perks and benefits to maintain physical, mental, emotional, and financial health.
• Support for work-life balance.
• Opportunities to contribute to the community.