Technical Support Engineer

What you can expect

You will specifically support our customers within Zoom Phone’s Tier 2 Technical Support team. This function supports, develops and maintains strategic partnerships with our enterprise customers. The Technical Support Engineer ensures the customers' success with Zoom products and services, and delivers customer satisfaction and happiness.

About the Team

The Technical Support Engineering team plays a crucial role in improving the customer experience within Zoom. We build relationships, resolve technical issues, and act as dedicated technical support for customers. We provide our customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Responsibilities

• Providing technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

• Responding to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

• Reporting design, reliability and maintenance problems or bugs to design engineering/software engineering.

• Being involved in customer installation and training.

• Providing support to customer/users where the product is highly technical or sophisticated in nature.

• Applying company policies and procedures to resolve routine issues. Works on problems of limited scope.

What we’re looking for

• Have a proven track record in a Technical Support role.

• Have the ability to manage a high volume of cases, calls, and chats while in a fast-moving, team-oriented environment

• Be located in Las Vegas, Nevada

• Have a CCNA, Network+, or SSCA SIP certification or equivalent experience

• Have understanding of network firewalls, switches, systems, and tools required

• Have prior CCaaS/VoIP experience required

Salary Range or On Target Earnings:

Minimum:

Maximum:

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.
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.