Job Description

What You Can Expect
You will specifically support our customers within Zoom’s Tier 2 Technical Support team. This function supports, develops and maintains strategic partnerships with our enterprise customers. The Technical Support Engineer ensures the customers' success with Zoom products and services, and delivers customer satisfaction and happiness.

About The Team
The Technical Support Engineering team plays a crucial role in improving the customer experience within Zoom. We build relationships, resolve technical issues, and act as dedicated technical support for customers. We provide our customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

What We’re Looking For

• Bachelor degree in Computer Science, or a related field is required.
• Have 4 + years of Tier II level Technical Support and Customer Service experience in the Unified communication industry.
• Demonstrate understanding of networking concepts, protocols, and troubleshooting methodologies
• Demonstrate understanding of SIP, Telephony, and H323 Protocols
• Possess relevant certifications (e.g., CompTIA Network+, Cisco CCNA, SIP SCHOOL)
• Be able to work on weekends and EMEA time zones, which may include evening shifts, depending on the specific needs of the business or customers.

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.