Technical Support Engineer

Zoom Video Communications

Full-time

Remote

Publishing Industries

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 is crucial for maintaining strategic partnerships with enterprise customers, resolving technical issues, and enhancing customer satisfaction. The role involves providing dedicated technical support, managing internal procedures, and collaborating across departments to improve the overall customer experience.

Responsibilities

• Providing technical support to field engineers, technicians, and product support personnel diagnosing and troubleshooting complex equipment and software.
• Responding to situations where first-line product support has failed to isolate or fix problems.
• Reporting design, reliability, and maintenance problems or bugs to engineering teams.
• Involvement in customer installation and training processes.
• Providing support to customers where the product is highly technical or sophisticated.
• Applying company policies and procedures to resolve routine issues.
• Working on problems of limited scope.

Requirements

• Proven track record in a Technical Support role.
• Ability to manage a high volume of cases, calls, and chats in a fast-paced 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

• Comprehensive benefits program to support physical, mental, emotional, and financial health.
• Work-life balance support.
• Opportunities to contribute to the community.