Technical Support Engineer II - Unified Communications

A Technical Support Engineer II assists enterprise customers by troubleshooting and resolving complex technical issues related to the Zoom product, hardware, integrated platforms, and networking systems. They analyze customer problems, replicate issues in test environments, and collaborate with development teams to identify root causes and implement solutions. The role requires excellent communication skills to explain technical concepts and ensure customer satisfaction. As a Technical Support Engineer II, you will work with our elevated Support entitled customers utilizing multiple Zoom product solutions.

Responsibilities:

• Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels

• Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions

• Provide ideas and assist with the creation of documentation and training material for external and internal Support Center content

• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and product engineers

• Stay up to date with all  Zoom’s products, offerings, and integrations, as well as software and hardware competitors and partners in the industry

• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors

• Demonstrates good judgment in selecting methods of techniques for obtaining solutions

Requirements:

• Minimum 3-5 years of at least Tier II level Technical Support experience

• Bachelor’s degree in Computer Science, Engineering or related degree or technical experience equivalent

• Demonstrated ability to troubleshoot technical issues using various browser and desktop tools

• Excellent time management skills

• Experience with room-based videoconferencing, VoIP and SIP/H323 protocol

• Knowledge in firewall management and networking (Basic Home, Netgear, Sony, Cisco ASA, Sonicwall, Meraki)

• Experience with Softphone architecture and physical phone hardware/networking

• Working knowledge with Outlook and O365 Administration

• Excellent communication (both oral, written, and interpersonal) and customer service skills as well as troubleshooting skills are a must

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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

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.