Technical Account Engineer (Tokyo Based)

What you can expect

We are looking for a full-time Technical Account Engineer in Tokyo. This role reports to the Manager, Technical Account Services, APAC based in Singapore. The position involves deep technical troubleshooting for customer-related issues and supporting Zoom’s Elite customers. Responsibilities include isolating and identifying problems and root causes that affect customer usage of Zoom.

About the Team

The Technical Account Engineer team at Zoom will provide support to Elite customer/Critical escalations from Japan Tier2 support team, addressing complex technical issues and single user connection problems. They will handle a wide range of support situations for high-priority customers.

What we’re looking for

• Have proficiency in Japanese and English (oral/written) *This is Tokyo Based role.

• 7+ years of customer facing Tier 2 or Tier 3 level Technical Support experience especially in the Unified communications filed with video and telephony based products

• Have good skills to prioritize and manage multiple tickets simultaneously, troubleshoot complex technical issues, and manage customers and convey confidence during business impacting events.

• Write technical documents (creating documents to explain technical issues to the customers,Architectural diagrams, official documents of products, creating blog posts, etc.)

• Have a general network knowledge (CCNA/CCNP, Wireshark, CompTIA Network+ certifications or equivalent experience).

• Be able to work outside of normal business hours, weekends or holidays, as necessary, including being available via an oncall type process.

募集内容

テクニカルアカウントエンジニア（東京勤務）を募集しています。この職務は、シンガポールを拠点とするAPACテクニカルアカウントサービスチームのマネージャー直属のポジションです。このポジションでは、お客様関連の問題に対する深い技術的なトラブルシューティングを行い、ZoomのPremier Elieteプランご契約のお客様を専属にサポートします。業務範囲には、お客様のZoomご利用時に影響を与える問題の切り分けや根本原因の特定を行います。

チームについて

Zoomのテクニカルアカウントエンジニアチームは、日本のPremier Support最上位プランご契約のお客様専属対応・日本のTier2サポートチームからエスカレーションされた案件のテクニカルサポートに従事し、複雑な技術的問題やシングルユーザー接続の問題に対処します。優先順位の高いお客様に対して、幅広いサポート状況に対応します。

求めるご経験・スキル

• 日本語と英語（口頭/書面）に堪能であること。

• 7年以上の顧客対応Tier2またはTier3レベルのテクニカルサポート経験（特にビデオやテレフォニーベースのユニファイドコミュニケーション製品での経験

• 複数のチケットの優先順位付けと同時管理、複雑な技術的問題のトラブルシューティング、顧客管理、ビジネスインパクトのある事象が起こった際信頼いただける対応スキルをお持ちの方。

• 技術文書の作成（顧客に技術的な問題を説明する文書の作成、アーキテクチャ、製品の公式文書、ブログ記事の作成など）

• 一般的なネットワーク知識を有すること（CCNA/CCNP、Wireshark、CompTIA Network+認定資格、または同等の経験）。

• 必要に応じて、通常の営業時間外、土日祝日の勤務が可能であること（オンコール対応可能な場合も含む）。

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.