XTN-B7DA158 | TECHNICAL SUPPORT ENGINEER

The Tier 2 Technical Support Engineer (T2 TSE) provides advanced technical assistance for Zoom’s suite of products when issues exceed Tier 1 troubleshooting scope. This role focuses on diagnosing complex problems, collaborating with engineering teams, and ensuring timely resolution for escalated customer cases. T2 engineers act as subject matter experts (SMEs) for specific product domains and play a key role in maintaining customer satisfaction through technical depth and ownership of escalations

• Work Where You Work Best: Thrive in a fully remote environment from your own home office.
• Protect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.
• Prioritize Your Peace: Take advantage of extensive mental wellbeing programs designed for you and your family.
• Unplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.
• Belong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.

• Provide support to troubleshoot and resolve technical issues reported by external 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 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 engineers
• Stay familiar with all of client's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry
• Handle escalated cases from Tier 1, ensuring detailed analysis and resolution within defined SLAs.
• Perform in-depth troubleshooting for complex issues across Zoom products (Meetings, Phone, Rooms, Webinars, Contact Center, etc.).
• Reproduce customer issues in lab environments and document findings for engineering or product teams.
• Collaborate with Escalation Specialists (ES) and Technical Support Managers (TSMs) to manage backlog and prioritize high-impact cases.
• Maintain accurate and comprehensive case documentation, including SIRE notes and next steps.
• Provide coaching and feedback to Tier 1 agents to improve first-contact resolution and reduce unnecessary escalations.
• Participate in QA reviews, DSAT recovery, and backlog reduction initiatives.
• Engage in cross-functional meetings with Product, Engineering, and Operations to share insights and recurring issue trends.
• Ensure all tickets receive updates within 48 hours and meet communication quality standards.
• Support weekend or after-hours coverage as part of the rotation schedule when required

• 4+ years of experience in technical support or customer-facing engineering roles.
• Strong understanding of SaaS, networking fundamentals (TCP/IP, DNS, firewalls, proxies), and VoIP technologies.
• Proficiency in troubleshooting tools such as packet capture analyzers, log analysis utilities, and remote diagnostic tools.
• Familiarity with ServiceNow or similar ticketing systems.
• Excellent written and verbal communication skills with a customer-first mindset.
• Ability to multitask and manage multiple high-priority cases simultaneously.
• Experience collaborating with cross-functional teams (Engineering, QA, Product).
• Bachelor’s degree in Computer Science, IT, or related field preferred.

• Experience with H.323 and SIP protocols from a hardware and network standpoint.
• Experience and knowledge of PBX systems are highly desirable
• Network experience (CCNA certification or equivalent).
• Administration of Exchange, Office 365, or Google Apps email and calendaring tools.
• Active Directory federation and Single-Sign-On administration.
• Experience managing a virtualized infrastructure.
• Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.
• Experience in administration of any of the following: Learning Management System and Learning Tools Interoperability (LTI), infusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.