Technical Support Engineer

Customer Services (CS)

Three_People.jpg

Technical Support Engineer

  • R10150
  • Singapore
  • Customer Services (CS)
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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 Webinar.

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.

We are looking for a full-time Technical Support Engineer in Singapore. The ideal Technical Support Engineer is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Technical Support Engineer is expected to be highly proficient in all areas related to our Zoom products. This role supports the North Asian Market. Must be able to read, write and speak Mandarin. Cantonese will be preferred and English on a business fluency level.

 

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 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 Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.
     

Requirements:

 

  • Must be authorized to work for any employer in Singapore.

  • Must speak English, Cantonese, and Mandarin fluently and have full professional proficiency in writing Chinese.

  • Minimum 3+ years of at least Tier II level Technical Support and Customer Service experience.

  • Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/experience preferred.

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

  • Knowledge in firewall and networking

  • Good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO

  • Experience with Microsoft Teams, Microsoft Teams Live Event, and other meeting solutions is a plus

  • Excellent communication (both oral, written, and interpersonal) and customer service skills as well as trouble-shooting skills are a must.

  • Being a true team player is a must at Zoom.

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 any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

Explore Zoom:

Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

Sign up for job alerts


Find roles that are just the right fit for you, delivered straight to your inbox. The next opportunity you see could become your new career.

 

Not You?

We have emailed you a code to verify your identity

Thank you for signing up for job alerts from Zoom!

Person, Laptop, Pc, Mouse, Hair, Sitting, Female, Table, Woman, Girl