Technical Support Engineer - 1

Tech Support Engineer

This is an exciting role for 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. Ensure 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. This role involves shift work, requiring rotation between APAC, EMEA and US Eastern time zones. Candidates will be required to be based in Bangalore due to in-office expectations.

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:

• Have minimum of 2 years of hands-on experience in a technical support role.
• Have experience in Unified communications with video and telephony-based products.
• Working knowledge of SIP/VoIP technologies and protocols.
• Practical understanding of Contact Center platforms and operations.
• Have a solid grasp of telephony concepts and call flow mechanisms.
• Basic technical knowledge of audio/video devices, internet/network troubleshooting, and SaaS applications.
• Proficiency with support tools such as ServiceNow, Salesforce, or similar platforms.
• Have experience with network diagnostic tools (e.g., ping, traceroute, Wireshark, tcpdump).
• Have excellent verbal and written communication skills. Customer-focused mindset with the ability to remain composed under pressure. Strong time management and multitasking abilities in a fast-paced environment.

Key Responsibilities

• Participate in on-call rotation, including weekend support when required.
• This role involves shift work, requiring rotation between APAC, EMEA and US Eastern time zones.
• Eligible candidates will be required to be based in Bangalore due to in-office expectations.
• Respond to customer inquiries related to all Zoom products in a professional and timely manner.
• Diagnose and resolve issues involving voice communication systems, call routing, and contact center applications.
• Accurately document customer interactions and resolutions in the ticketing system, ensuring proper follow-up and closure.
• Deliver step-by-step technical guidance using internal knowledge bases, diagnostic tools, and resources.
• Collaborate with Level 2/3 support teams for complex issue escalation and resolution.
• Maintain high levels of professionalism, empathy, and customer satisfaction in every interaction.
• Attend product training sessions and team meetings to stay informed about updates, new features, and support policies.