Technical Support Engineer

What You Can Expect

While on Zooms Tier 2 Technical Support team youll provide elevated technical support and assistance to Zooms commercial and consumer customers. As a Zoom Technical Support Engineer youll 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 Were 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!

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.
Were 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. Were 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 knowwere 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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