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What to Expect

As a Technical Support Engineer, you will play a key role in Zoom’s Tier 2 Technical Support team. You’ll support enterprise customers across a broad range of Zoom products and services. Your focus will be on ensuring a seamless customer experience by identifying, troubleshooting, and resolving complex technical issues. You’ll work closely with cross-functional teams, provide insights to product teams, and contribute to documentation and training initiatives. Your technical expertise and customer-first approach will help drive product adoption and user satisfaction.

About the Team

The Technical Support Engineering team is at the heart of Zoom’s customer experience. We partner closely with customers to resolve issues, provide in-depth product guidance, and advocate for their needs internally. We’re a collaborative, high-performing group that values curiosity, empathy, and a bias for action. We work together to ensure our customers receive the highest standard of technical support and service excellence.

About You

The ideal Technical Support Engineer is enthusiastic about Zoom’s Cloud Meeting vision and brings a proactive, solutions-oriented mindset to every challenge. You’re technically skilled, customer-focused, and thrive in a fast-paced environment. You’re not just reactive—you anticipate needs, identify opportunities for improvement, and consistently deliver high-quality support across all Zoom products.

Responsibilities:

• Taking ownership of customer cases, managing them end-to-end via phone, chat, and ticketing systems
• Assigning, triaging, and resolving Tier 2 technical issues across Zoom’s product suite
• Identifying and reproducing bugs; collaborating with Engineering to verify and test fixes
• Delivering timely and clear communication to customers, including proactive follow-ups and status updates
• Maintaining deep expertise across Zoom’s solutions, integrations, and industry ecosystem
• Producing high-quality internal and external documentation and knowledge base content
• Supporting after-hours or on-call rotations as needed
• Contributing to team success by meeting or exceeding individual performance metrics and SLAs

What we’re looking for

• Have 5–7 years of experience in Technical Support, with a good background in CCaaS/VoIP technologies. SaaS or UCaaS environment experience is advantageous.
• Understand SIP/H.323, VoIP protocols, and room-based videoconferencing solutions
• Hold certifications such as CCNA, Network+, or SSCA SIP, or bring equivalent experience with firewalls, switches, and network troubleshooting tools
• Be proficient in Microsoft 365, Azure AD, SSO, and Exchange, with experience in Microsoft Teams or similar conferencing platforms
• Display excellent communication skills and the ability to manage a high volume of complex support cases with urgency
• Work as a good team player with a proactive, customer-first mindset
• Reside in Denver, CO

Salary Range or On Target Earnings:

Minimum:

Maximum:

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!

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.