• Design, implement, and continuously improve scalable enterprise support processes aligned with Itron’s customer‑first values • Define SLAs, severity classifications, escalation paths, and communication frameworks • Oversee ticket triage, prioritization, queue health, and resolution tracking to ensure consistent and accountable execution • Ensure clear, professional, and authentic communication with customers throughout the ticket lifecycle • Drive root cause analysis and partner with Engineering to eliminate recurring issues and elevate product quality • Build and maintain a comprehensive knowledge base and support documentation to improve agility and self-service • Develop dashboards, operational metrics, and executive‑level reporting that offer transparent insights for internal and customer stakeholders • Serve as the escalation point for high‑severity issues requiring technical, operational, or cross‑functional intervention • Uphold enterprise‑grade responsiveness and problem‑solving to maintain customer trust in critical infrastructure environments • Identify recurring friction points and lead collaborative, cross-functional initiatives to resolve them • Represent customer support themes and insights within product, engineering, and solution‑planning forums • Provide technical consultation during implementations, supporting architecture, integration, and configuration best practices • Assist with troubleshooting during early deployments to ensure smooth transitions to steady‑state operations • Act as a subject‑matter expert for complex customer scenarios requiring advanced problem diagnosis or systems understanding • Own ongoing support for customer‑specific configurations, integrations, environments, and deployed solutions • Ensure seamless transition from implementation to long‑term support with high‑quality documentation and knowledge handoff • Monitor recurring issues and proactively recommend improvements to enhance solution stability and customer value • Serve as a long‑term technical support point of contact for enterprise customers • Manage and develop India‑based support representatives, fostering an accountable, collaborative, and growth‑oriented culture • Set clear expectations for performance, quality, SLAs, and customer communication • Provide coaching, continuous feedback, and career development opportunities • Partner with Engineering leadership to maintain effective escalation workflows and operational alignment • Build a scalable global support coverage model that meets the needs of a growing enterprise customer base • Participate in hiring as support volume and team capacity expand

• Support the recruitment of new brokerage partners by leading product demonstrations and technical deep-dives that showcase Certent Equity Management’s broker integration capabilities. • Serve as the primary technical point of contact during broker partner evaluations, walking prospective partners through CEM’s broker implementation architecture, data flows, and integration touchpoints. • Partner with Account Executives to build compelling business cases, including ROI analyses and value positioning strategies. • Develop and deliver training programs for brokerage partner teams, enabling them to effectively navigate and utilize the CEM platform in their day-to-day operations. • Advise broker partners on best practices for leveraging CEM, drawing on insights from how our client base uses the platform across different equity plan structures and corporate actions. • Act as a hybrid Solutions Engineer and Relationship Manager for the broker partner channel, owning ongoing broker engagement to drive partner satisfaction, platform adoption, and incremental revenue growth.

• Lead technical discovery and requirements gathering with customers. • Validate platform feasibility and provide input during scoping and contracting. • Support Business Development with technical demos, POCs, and feasibility assessments. • Review technical sections of SOWs and contracts to ensure feasibility. • Configure platform integrations, including APIs, webhooks, and SSO (OIDC). • Set up and manage data integrations. • Support data deliveries to customers, ensuring success of the transfer process. • Partner with delivery and engineering teams to plan and coordinate releases of new features and associated configuration changes. • Document repeatable playbooks and configuration standards.

What you can expect Design and implement innovative technical solutions that address complex business challenges, ensuring seamless integration, optimal performance, and alignment with organizational objectives. Collaborate crossfunctionally to drive project success, enhance system capabilities, and deliver measurable value through scalable engineering practices. About the Team The Solutions Engineering team works closely with Sales, Product, and Customer Success to deliver tailoredsolutions that meet customer needs. The team thrives on collaboration, creativity, and a shared commitment to delivering exceptional customer experiences that reflect Zoom’s mission of enabling seamless communication everywhere. Responsibilities - Designing and presenting next-generation communication solutions for customers, including demonstrations, proofs-of-concept, and tailored proposals - Collaborating with Account Executives and cross-functional teams to design solutions that align with customer goals and business strategies - Preparing and responding to RFQs/RFPs while sharing insights to enhance solution positioning - Partnering across business units to align with Zoom’s vision and drive innovation and adoption of the Zoom Platform What we’re looking for - Demonstrate business acumen and the ability to communicate effectively with both technical andnon-technical audiences - Apply SaaS collaboration and cloud communication experience (web conferencing, cloud voice, UCaaS) with at least 5 years in the telephony and software applications industry - Display knowledge of traditional voice systems, AI-enabled applications, and IT systems to create integrated customer solutions - Developing and deliver technical solutions that align with customer objectives while leveraging Zoom’s partner ecosystem and integrations - Mentoring team members, leading initiatives when needed, and thriving in a dynamic, high-growth environment Preferred Qualifications - 10+ years of technical experience in Collaboration technologies - 5+ years in a customer facing technical role required - Thorough competitive knowledge (in their area of specialization) including solution, technology and product offerings - Zoom Communication platform and end-to-end positioning required - Typically requires BS/BA (EE/CS) or equivalent Salary Range or On Target Earnings: Minimum: $131,200.00 Maximum: $262,400.00 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! Anticipated Position Close Date: 04/01/26 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. #LI-Remote