• Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels;

• Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions;

• Provide ideas and assist with creation of documentation and training material for external and internal Support Center content;

• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers;

• Stay familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

• Minimum 3-5 years of at least Tier II level Technical Support and Customer Service experience.

• Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/experience preferred.

• Experience with room-based videoconferencing, VoIP and SIP/H323 protocol

• Knowledge in firewall and networking

• Good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO

• Experience with Microsoft Teams, Microsoft Teams Live Event, and other meeting solutions a plus

• Excellent communication (both oral, written, and interpersonal) and customer service skills as well as trouble-shooting skills are a must.

• Being a true team player is a must at Zoom.

• Be located in the Denver, CO

• Have a CCNA, Network+, or SSCA SIP certification or equivalent experience

• Have understanding of network firewalls, switches, systems, and tools required

• Have prior CCaaS/VoIP experience required

Salary Range or On Target Earnings:

Minimum:

$65,400.00

Maximum:

$158,700.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

07/22/25

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.
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.

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