Technical Support Engineer

Description

What you can expect

As part of Zoom's Tier 2 Technical Support Team, based in Cork, Ireland, you will specifically support ourEnterprise customers. By developing and maintaining strategic partnerships, the Technical Support Engineer ensures the customers' success with Zoom products and services, and delivers customer satisfaction and happiness.

The Technical Support Engineering team plays a crucial role in consistently delivering and improving an exemplary customer experience from Zoom. We build relationships, drive resolution on 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.

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. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

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.

Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.

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Responsibilities

• Assigning to cases arriving in queue with vigor and manage multiple cases effectively.
• Taking ownership and resolve cases in Tier 2 Support technology domains
• Being accountable to deliver the best time to resolution in support of our customers
• Contributing to organizational success by meeting individual goals and metrics
• Communicating promptly and consistently with customers, prioritizing urgent requests
• Maintaining proficiency with Zoom products, features, troubleshooting tools, and best practices
• Being flexible and available for after-hours or on-call support when needed
• Creating documentation and training materials for internal and external support.

Requirements

• Possess a CCNA, Network+, or SSCA SIP credential or equivalent experience
• Demonstrate Solid background in CCaaS/VoIP is essential.
• Have a proven recent track record (5 - 7 Yrs) in a Technical Support role
• Have the ability to manage a high volume of complex cases, calls, and chats in a fast-moving environment
• Learn complex technical and platform knowledge quickly and use it effectively
• Be customer-focused with natural and effective communication skills
• Be highly assured and proactive in calling and collaborating with customer contacts.
• Have a good understanding of network firewalls, switches, systems, and troubleshooting tool
• 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.