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# Technical Support Engineer

- **Company:** Zoom Video Communications, Inc.
- **Location:** Boise, ID, United States (Remote available)
- **Experience:** Expert
- **Salary:** $65,400.0 - $158,700.0
- **Contract:** Permanent contract
- **Skills:** Proxy Servers, Network Congestion, Virtual Private Networks (VPN), Transmission Control Protocol (TCP), Network Routing, Diagnostic Tools, Backend, Information Technology, 3-tier Architectures
- **Published:** September 26, 2026
- **Apply:** https://dejobs.org/x/x/73E68C5F109942A0B8C1B72FE27EE614/job/

## About the Role

* Exceptional communication skills, both written and verbal, with a demonstrated ability to build rapport with enterprise customers and remain composed under pressure
 * 5+ years of experience in a Technical Support role, preferably supporting enterprise or Premier-tier customers
 * Demonstrated ability to troubleshoot network issues affecting real-time communications, including interpreting packet captures to identify packet loss and jitter, with a solid understanding of UDP/TCP transport behavior
 * Knowledge of firewall rule analysis, proxy servers, VPN, split tunneling, and other network routing intermediaries
 * Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience
 * Extensive hands-on experience with enterprise video conferencing platforms such as Microsoft Teams, Zoom, or Slack, including experience administering these solutions at an organizational level; prior Zoom administration experience is a plus
 * Must be located in the Eastern Standard Time (EST) zone and available to work core hours of 8:00 AM to 5:00 PM EST

## Description

On Zoom's Tier 2 Technical Support team, you'll serve as a trusted technical resource for our most strategic Premier customers, resolving complex issues that directly shape their experience with our platform. This is not a high-volume call center environment: your day-to-day is a focused mix of email-based ticket work and direct customer conversations with our highest-tier accounts, requiring both strong technical depth and the kind of communication skills that build lasting trust. You'll work within a collaborative team that values curiosity, adaptability, and a genuine commitment to customer outcomes., The Technical Support Engineering team plays a central role in elevating the customer experience at Zoom. We build strong internal and external relationships, resolve complex technical issues, and serve as a dedicated resource for our Premier customers while actively collaborating across internal teams and staying nimble as our product suite continues to grow., * Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring consistent, timely follow-up across all open cases

 * Own and resolve inbound Tier 2 support cases across core Zoom technology domains, managing escalations from Tier 1 and coordinating with Tier 3 engineers when needed
 * Analyze meeting quality product and network level issues by reviewing backend logs and network statistics to identify root causes such as packet loss, high latency, and connectivity degradation
 * Drive individual performance by consistently meeting established support goals and case metrics
 * Maintain technical proficiency across Zoom products, features, troubleshooting tools, and evolving best practices
 * Develop and contribute to internal and external documentation and training materials
 * Participate in an annual on-call rotation, providing support coverage a few times per year as scheduled