Technical Support Engineer - 1

What you can expect

This is an exciting role for a Tech Support Engineer. You will be the first point of contact for end-users and business customers. Providing technical assistance and troubleshooting across Zoom products. The ideal candidate will possess hands-on experience with SIP/VoIP and Contact Center technologies.
Ensure timely and effective resolution of technical issues.
You will work across multiple communication channels—chat, email, and phone—to deliver an exceptional customer support experience.
This role involves shift work, requiring rotation between, APAC, EMEA and US Eastern time zones.
Candidates will be required to be based in Bangalore due to in office expectations.

About the Team

Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide 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

• Have minimum of 2 years of hands-on experience in a technical support role.

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

• Working knowledge of SIP/VoIP technologies and protocols.

• Practical understanding of Contact Center platforms and operations.

• Have a solid grasp of telephony concepts and call flow mechanisms.

• Basic technical knowledge of audio/video devices, internet/network troubleshooting, and SaaS applications.

• Proficiency with support tools such as ServiceNow, Salesforce, or similar platforms.

• Have experience with network diagnostic tools (e.g., ping, traceroute, Wireshark, tcpdump).

• Have excellent verbal and written communication skills.Customer-focused mindset with the ability to remain composed under pressure.Strong time management and multitasking abilities in a fast-paced environment.

• Participate in on-call rotation, including weekend support when required.

• This role involves shift work, requiring rotation between, APAC, EMEA and US Eastern time zones.

• Eligible candidates will be required to be based in Bangalore due to in- office expectations.

• Respond to customer inquiries related to all Zoom products in a professional and timely manner.

• Diagnose and resolve issues involving voice communication systems, call routing, and contact center applications.

• Accurately document customer interactions and resolutions in the ticketing system, ensuring proper follow-up and closure.

• Deliver step-by-step technical guidance using internal knowledge bases, diagnostic tools, and resources.

• Collaborate with Level 2/3 support teams for complex issue escalation and resolution.

• Maintain high levels of professionalism, empathy, and customer satisfaction in every interaction.

• Attend product training sessions and team meetings to stay informed about updates, new features, and support policies.

#India

#Bangalore

#Officebased

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.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.