• Configure and update customer logic across documents, forms, and rating rules • Use and extend templates for policy documents (via .docx and templating syntax) • Implement and test scripted business logic (e.g., Lua rating functions) • Make customer-facing form changes using Typescript config • Help triage and fix live customer issues or change requests • Build or adapt data import scripts to load customer data into our reporting systems • Learn fast, take initiative, and grow into owning full onboarding projects over time

Provide troubleshooting support for proprietary applications, research customer issues to enhance product knowledge, resolve application inquiries, and escalate problems when necessary to ensure high-quality service and customer satisfaction.

• Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail stores • Assist with VoIP system configuration and DECT network setup across the Wildix / x-hoppers stack • Collaborate with project delivery and engineering teams on technical validation and remote diagnostics • Perform structured network checks, assess PoE and internet readiness, and help onboard new locations • Provide technical support to customers and internal teams via ticketing, email, and real-time communication platforms • Liaise with third-party installation partners and help ensure quality standards are met • Document recurring issues and contribute to internal support and training materials • Support remote access configuration and ensure systems are online and monitorable • Travel occasionally for site visits during pilot rollouts and escalated support cases

What You Can Expect You’ll provide expert technical support to ensure seamless experiences for our customers. You’ll troubleshoot complex issues and collaborate across teams. Together, you’ll empower users through reliable, high-quality solutions. About the Team Our team delivers world-class technical support for Zoom’s communication platform. We collaborate closely to resolve challenges quickly. We exist to keep our customers connected and confident in every interaction. Responsibilities - Providing Tier-2 technical support via chat, email, and phone for Zoom products and services - Troubleshooting and resolving customer issues related to connectivity, audio, video, and software performance - Collaborating with Engineering and Product teams to escalate and resolve complex technical problems - Documenting customer interactions and resolutions accurately within internal systems - Identifying recurring issues and contributing to knowledge base materials and process improvements What We’re Looking For - Demonstrate 4+ years of experience providing technical support in a service or communications environment - Apply strong understanding of networking concepts, protocols, and troubleshooting techniques - Utilize knowledge of SIP, Telephony, and H.323 protocols to diagnose issues effectively - Communicate clearly with both technical and non-technical audiences - Demonstrate relevant practical experience as an alternative to formal education. - Hold relevant certifications such as CompTIA Network+ or Cisco CCNA - Demonstrate relevant practical experience as an alternative to formal education. - Bring prior experience supporting video conferencing or collaboration tools 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