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

Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our core values drive us in our important mission of keeping people safe and informed: - We’re humans not robots - Customers always come first - We work better together - Simplicity is our strength - Our reputation is priceless - Hard work pays off As one of the fastest growing SaaS start-up companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand. Our Technical Support Engineer serves as a key technical resource to the Customer Support, Customer Success, and Implementation teams to ensure a seamless customer experience during onboarding and the entirety of the customer lifecycle. In addition, you will assist customers with any technical issues they encounter by troubleshooting and working with the Engineering team to remediate.   Who you are:    You are a highly motivated, organized team player who is passionate about technology—including leveraging AI tools to work smarter—and delivering exceptional customer service. You’re a self-starter who enjoys a challenge, loves digging in to get to the root of issues, and thrives in a fast-paced environment while supporting fellow employees.” What you get to do every day:     - Act as level three technical support for Customer Success, troubleshooting and reproducing complex customer issues to identify root cause - Troubleshoot and debug web-based applications using browser developer tools, AI-assisted debugging tools, and internal logs - Build deep technical expertise across AlertMedia products and integrations; document and share knowledge through internal resources and training - Partner with Customer Success Managers and Engineering to support smooth onboarding and issue resolution - Manage customer expectations and build trusted relationships through clear, proactive communication - Collaborate with Engineering and Product as a voice of the customer, identifying bugs, trends, and product improvement opportunities - Continuously improve troubleshooting workflows by leveraging new tools and technologies, including AI-driven solutions - Contribute to AlertMedia’s culture, values, and mission What you bring to the role:     - Experience with Amazon Web Services (AWS) - Experience with REST APIs - Intermediate or higher SQL knowledge - 3 years + advanced experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution  - Experience with Python, Javascript, Bash or similar language a plus - Technical experience in an Enterprise SaaS company a plus  - Proficiency in leveraging AI tools (such as Claude Code, Codex or similar) to debug issues, analyze code, interpret error logs, and support efficient troubleshooting workflows - Working with Windows IT-related concepts, such as file system, registry and Active Directory a plus - Exceptional written and verbal communication skills  - Motivated by customer success and willingness to roll up sleeves to exceed customer expectations  - Strong listening skills with the ability to work with a variety of customer profiles     - The desire and ability to learn and be coached     - This position is not eligible for visa sponsorship  - Excellent English language communication skills Why you’ll love working at AlertMedia: - Competitive Base Salary - Annual Company Bonus - 100% Employer-Paid Medical, Dental, and Vision Coverage - Parental Leave Program - Christmas Bonus (Aguinaldo) - Generous Vacation and Holiday Policy - Additional Vacation Bonus - Monthly Work-from-Home Stipend - All Necessary Equipment Provided: Laptop, monitor and accessories - Recognition & Rewards: We celebrate wins big and small - Language Immersion Program with employees spread out across the globe (English, Spanish, etc...depending on your interest) - Continuous Learning & Growth: From mentorship and tech talks to personalized 1:1 career development sessions, we’re deeply committed to investing in your professional journey - Award Winning Culture: We're proud to be recognized as a BEST WORKPLACE FOR 10 YEARS IN A ROW - The Work & People: We’re passionate about the meaningful work we do—and even more grateful for the incredible people we get to do it with! About AlertMedia: AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries. We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com. Come join us in our mission to save lives and minimize loss through effective communication. Please note: AlertMedia does not sponsor applicants for work visas. By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/