Job Posting Title Technical Support Engineer - 1

Tech Support Engineer

This is an exciting role for a Tech Support Engineer. As a Tech Support Engineer, you will be the first point of contact for end-users and business customers, providing technical assistance and troubleshooting across Zoom products.

The ideal candidate will possess hands-on experience with SIP/VoIP and Contact Center technologies, ensuring timely and effective resolution of technical issues. You will work across multiple communication channels—chat, email, and phone—to deliver an exceptional customer support experience. Act as a subject matter experts (SMEs) for specific product domains and play a key role in maintaining customer satisfaction through technical depth and ownership of escalations.

Candidates will be required to be based in Bangalore due to in-office expectations.

About the Team

Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

What We're Looking For

• 5+ years of experience in technical support or customer-facing engineering roles.

• Strong working knowledge of SIP/VoIP technologies and protocols.

• Proficiency in troubleshooting tools such as packet capture analyzers, log analysis utilities, and remote diagnostic tools.

• Familiarity with ServiceNow or similar ticketing systems.

• Excellent written and verbal communication skills with a customer-first mindset.

• Ability to multitask and manage multiple high-priority cases simultaneously.

• Experience collaborating with cross-functional teams (Engineering, QA, Product).

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field.

• Equivalent work experience may be considered in lieu of degree.

Key Responsibilities

• Provide support to troubleshoot and resolve technical issues reported by external 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 client's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry

• Perform in-depth troubleshooting for complex issues across Zoom products (Phone, Contact Center, ZVA, etc.).

• Reproduce customer issues in lab environments and document findings for engineering or product teams.

• Collaborate with Escalation Specialists (ES) and Technical Support Managers (TSMs) to manage backlog and prioritize high-impact cases.

• Maintain accurate and comprehensive case documentation, including SIRE notes and next steps.

• Participate in QA reviews, DSAT recovery, and backlog reduction initiatives.

• Engage in cross-functional meetings with Product, Engineering, and Operations to share insights and recurring issue trends.

• This role involves shift work, requiring rotation between EMEA and US Eastern time zones.

• Support weekend or after-hours coverage as part of the rotation schedule when required.

• Eligible candidates will be required to be based in Bangalore due to in-office expectations.