Technical Support Engineer - Tier II
 San Jose, CA

Zoom is an award-winning workplace. We have been recognized by Comparably as #1 CEO, Company Happiness, Benefits, Compensation, Diversity and more! Not to mention we've been awarded by Glassdoor as the 2nd Best US Workplace and Best Large Company US CEO in 2018, Wealthfront and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency and the tangible benefits that we provide to our employees and our customers.

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.


  • 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.


  • Minimum 3-5 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 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.