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.
Responsibilities
Taking ownership and resolve cases in Tier 2 Support technology domains
Contributing to organizational success by meeting individual goals and metrics
Communicating promptly and consistently with customers, prioritizing urgent requests, including timely follow-ups with customers, team members, and engineers
Maintaining proficiency with Zoom products, features, troubleshooting tools, and best practices
Being flexible and available for after-hours or on-call support when needed
Creating documentation and training materials for internal and external support
What we’re looking for
Have a proven track record (5 - 7) in a Technical Support role.
Have the ability to manage a high volume of cases, calls, and chats while in a fast-moving, team oriented environment
Be located in Denver, CO
Have a CCNA, Network+, or SSCA SIP certification or equivalent experience
Have understanding of network firewalls, switches, systems, and tools required
Have prior CCaaS/VoIP experience required
Salary Range or On Target Earnings:
Minimum:
$65,400.00Maximum:
$158,700.00In 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.
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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
