Technical Support Engineer

What You Can Expect

As a Tech Support Engineer at Zoom you will serve as a primary point of contact for end-users and business customers delivering timely technical assistance across Zooms full product suite. You will develop hands-on expertise in SIP/VoIP and Contact Center technologies while building the diagnostic and problem-solving skills that form the foundation of a strong technical support career. Working across global shifts and multiple communication channels you will make a direct impact on customer satisfaction through clear communication disciplined follow-through and genuine care for resolution quality. This role involves shift rotation across APAC EMEA and US Eastern time zones to support our global customer base. This position requires on-site presence five (5) days per week at our Bangalore India office. Remote or hybrid arrangements are not available for this role.

About the Team

Our Customer Support team is a global customer-first organization committed to delivering exceptional experiences across Zooms complete product portfolio. We combine technical depth with genuine empathy working collaboratively across time zones to resolve issues efficiently and build lasting trust with every customer we serve. We invest in our people through continuous learning product training and a culture where curiosity and improvement are always encouraged.

Responsibilities

Respond to customer inquiries across Zoom products via chat email and phone with professionalism and urgency

Diagnose and resolve issues related to voice communication systems call routing and Contact Center applications

Document customer interactions troubleshooting steps and resolutions accurately within the ticketing system ensuring proper follow-up and closure

Deliver clear step-by-step technical guidance using internal knowledge bases diagnostic tools and support resources

Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex technical issues effectively

Participate in on-call rotation including weekend coverage and shift work across APAC EMEA and US Eastern time zones

Attend product training sessions and team meetings to stay current on Zoom product updates new features and support policies

Maintain high standards of professionalism empathy and customer satisfaction in every interaction

What Were Looking For

2 to 4 years of hands-on experience in a technical support role

Working knowledge of SIP/VoIP technologies protocols and telephony concepts including call flow mechanisms

Practical understanding of Contact Center platforms and support operations

Basic technical knowledge of audio/video devices internet and network troubleshooting and SaaS applications

Proficiency with support tools such as ServiceNow Salesforce or equivalent platforms

Familiarity with network diagnostic tools such as ping traceroute Wireshark or tcpdump

Excellent verbal and written communication skills with a customer-focused approach composure under pressure and strong time management in a fast-paced shift-based 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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