Technical Support Engineer
Job Summary
Serving as a trusted technical resource for Premier customers, the full-time Technical Support Engineer will resolve complex issues through email-based ticket work and direct customer conversations while working remotely.
Key responsibilities
- Engage with Premier customers, prioritizing urgent requests and ensuring timely follow-up on open cases
- Own and resolve Tier 2 support cases, managing escalations and coordinating with Tier 3 engineers as needed
- Analyze meeting quality and network issues to identify root causes affecting real-time communications
Required qualifications
- 5+ years of experience in a Technical Support role, preferably with enterprise or Premier-tier customers
- Strong troubleshooting skills for network issues, including understanding of UDP/TCP transport behavior
- Knowledge of firewall rule analysis, proxy servers, VPN, and network routing intermediaries
- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience
- Extensive hands-on experience with enterprise video conferencing platforms, including prior Zoom administration experience
Complete Job Description
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