Technical Lead-Technical Support

What You Can Expect

As Technical Lead for our Technical Support Engineering team in Bangalore you will serve as the primary escalation point day-to-day technical mentor and quality driver for a team resolving complex issues across Zoom Workplace Zoom Phone Zoom Contact Center and enterprise integrations. You will guide engineers through difficult cases via real-time office hours and targeted coaching build and maintain the teams knowledge foundation and partner cross-functionally with Engineering Product and Security teams when customer issues require advanced investigation. Success in this role looks like stronger first-contact resolution higher escalation quality and customers who consistently feel heard and supported. This position requires on-site presence five (5) days per week at our Bangalore office. Remote or hybrid arrangements are not available for this role.

About the Team

The Technical Support Engineering team sits at the intersection of customer experience and deep technical expertise resolving complex issues across Zooms full product suite for enterprise customers around the world. Our work shapes customer satisfaction product quality and the reliability of Zoom Workplace as a global collaboration platform. We partner closely with Engineering Product and Account teams to close knowledge gaps surface trends and continuously raise the bar on the support experience.

Responsibilities

Lead day-to-day technical escalation support for Technical Support Engineers providing real-time troubleshooting guidance case consultation and technical decision-making direction through dedicated office hours and coaching channels.

Review incoming escalations to confirm accurate issue framing complete diagnostic collection and appropriate troubleshooting direction before advancing cases to Engineering or senior review.

Support critical customer issues and priority incidents by coordinating triage assessing impact establishing resolution direction and maintaining timely stakeholder communication throughout.

Mentor and coach Technical Support Engineers on product knowledge troubleshooting methodology case ownership customer communication and escalation readiness.

Deliver technical training targeted knowledge-sharing sessions and onboarding support based on recurring case trends identified skill gaps and team development needs.

Build and maintain a comprehensive library of knowledge articles troubleshooting guides runbooks SOPs and decision trees covering common and complex support scenarios.

Conduct structured case reviews and deliver specific actionable feedback on troubleshooting quality documentation accuracy resolution correctness and adherence to support processes.

Identify recurring case trends process gaps and product issues; partner with Engineering Product Security and Account teams on advanced investigations and recommend improvements to tools automation and workflows.

What Were Looking For

8 to 12 years of experience in technical support SaaS or enterprise application support with a demonstrated track record of providing technical leadership escalation support or mentoring within a support environment or equivalent experience.

Extensive hands-on expertise in SIP VoIP and Unified Communications environments including SIP signaling RTP media SBCs IP-PBX codecs NAT/firewall traversal call routing and quality analysis across enterprise UC and telephony platforms.

Strong understanding of networking fundamentals (TCP/IP DNS DHCP VPNs QoS proxies) and proven ability to analyze network traffic diagnose performance issues and troubleshoot complex connectivity problems.

Experience troubleshooting authentication and identity technologies (SSO SAML OAuth SCIM Active Directory) and familiarity with enterprise APIs webhooks contact center technologies and third-party integrations.

Ability to analyze logs network traces error messages and diagnostic reports using support and diagnostic tools including ticketing systems CRM platforms log analysis utilities and monitoring platforms.

Demonstrated ability to create clear technical documentation troubleshooting guides knowledge articles runbooks and escalation summaries for both technical and non-technical audiences.

Strong written and verbal communication skills excellent case management discipline and a customer-focused approach grounded in ownership empathy and timely follow-through in a fast-paced global support environment.

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.
Were 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. Were 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 knowwere 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.

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