What You Can Expect
While on Zoom's Tier 2 Technical Support team, you'll provide elevated technical support and assistance to Zoom's commercial and consumer customers. As a Zoom Technical Support Engineer, you'll ensure our customers' success with Zoom products and services, and deliver happiness with every customer engagement. This is a hybrid position that requires on-site presence 2 days per week at our Denver, CO office. Remote arrangements are not available for this role.
About the Team
The Technical Support Engineering team plays a crucial role in improving the customer experience within Zoom. We build internal and external relationships, resolve technical issues, and act as dedicated technical support for customers. We provide our customers with technical guidance and resources to successfully utilize our solutions, effectively manage internal processes and procedures, actively collaborate with other internal teams and departments, and quickly adapt to changes with our rapidly growing product suite.
Responsibilities
- Own and resolve inbound support cases and calls within our Tier 2 integrations domain, including API troubleshooting, calendar sync issues, and data mismatches across connected platforms.
- Meet individual goals and metrics that drive organizational success, including case volume, resolution rates, and customer satisfaction scores.
- Communicate promptly and consistently with customers, prioritizing urgent requests and maintaining timely follow-ups with customers, team members, and engineers.
- Maintain proficiency with Zoom Workplace products, features, troubleshooting tools, and best practices.
- Stay flexible and available for after-hours or on-call coverage when needed.
What We're Looking For
- 3+ years in a Technical Support role, owning cases end-to-end in a customer-facing environment.
- Extensive experience supporting or managing externally integrated applications, such as Salesforce, HubSpot, or Marketo.
- Technical expertise with REST APIs, including hands-on familiarity reading payloads and tracing calls using tools like Postman or SOAP UI, and/or Single Sign-On solutions.
- Experience with Identity Management support, such as Okta SSO, Google SSO, or SCIM Provisioning.
- Previous experience integrating and supporting calendar services, like Microsoft Office 365 or Google Calendar.
- Able to manage a high volume of cases, calls, and chats in a fast-moving, team-oriented environment.
- Strong communication skills and comfort engaging customers directly, paired with the adaptability to thrive in a fast-moving team.
Salary Range or On Target Earnings:
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
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.
Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.
Skills Required
- 3+ years of experience in a customer-facing Technical Support role owning cases end-to-end
- Extensive experience supporting or managing externally integrated applications such as Salesforce, HubSpot, or Marketo
- Hands-on experience with REST APIs, including reading payloads and tracing calls using Postman or SOAP UI
- Experience with Single Sign-On solutions
- Experience supporting identity management technologies such as Okta SSO, Google SSO, or SCIM Provisioning
- Experience integrating and supporting calendar services such as Microsoft Office 365 or Google Calendar
- Ability to manage high volumes of cases, calls, and chats in a fast-moving, team-oriented environment
- Strong communication skills and ability to engage customers directly
- Ability to participate in after-hours or on-call coverage when needed
Zoom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zoom and has not been reviewed or approved by Zoom.
-
Fair & Transparent Compensation — Compensation is positioned at or above market for many roles, and postings often include clear pay ranges that help set expectations. Market standing among similar-size tech firms reinforces the perception of strong total rewards.
-
Equity Value & Accessibility — Equity grants and an ESPP are prominent parts of the package and can materially augment cash compensation. Stock components are framed as a meaningful contributor to overall pay satisfaction.
-
Healthcare Strength — Medical plan choice is broad and paired with free dental and vision for employees and dependents, plus robust mental-health resources and disability coverage. These elements position core health benefits as a standout strength.
Zoom Insights
What We Do
Bring teams together, reimagine workspaces, engage new audiences, and delight your customers –– all on the Zoom platform you know and love. 💙 Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like AI Companion, Team Chat, Contact Center, Phone, Events, Rooms, Webinar, and more, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and find room to grow with opportunities to stretch your skills and advance your career in a diverse, inclusive environment. Learn more about careers at Zoom by visiting our careers site: https://careers.zoom.us/home
