> Markdown version of [/jobs/ext/3358919-technical-support-engineer](https://www.wearedevelopers.com/jobs/ext/3358919-technical-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Zoom Video Communications, Inc. - **Location:** Denver, CO, 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/A0E92C07F6EE43DBB0CB7546D1485AE3/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 ## Related Videos - [Developing the Backend with Stefan Lingler, CTO at Shpock](https://www.wearedevelopers.com/videos/100360-developing-the-backend-with-stefan-lingler-cto-at-shpock) - [Exploring the Power of gRPC-Gateway for Writing RESTful Services](https://www.wearedevelopers.com/videos/2072-exploring-the-power-of-grpc-gateway-for-writing-restful-services) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Panel: New Work](https://www.wearedevelopers.com/videos/816-panel-new-work) - [Embracing the Hybrid Cloud: Unlocking Success with Open Source Technologies](https://www.wearedevelopers.com/videos/883-embracing-the-hybrid-cloud-unlocking-success-with-open-source-technologies) - [Nest.js - TypeScript in the backend can also be clean](https://www.wearedevelopers.com/videos/1033-nest-js-typescript-in-the-backend-can-also-be-clean) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [IT Webinars for Programmers to Stay Updated](https://www.wearedevelopers.com/magazine/351-it-webinars-for-programmers-to-stay-updated)