Technical Lead-Technical Support at Zoom Communications in Bangalore

Job description

What You Can Expect As Technical Lead for our Technical Support Engineering team in Bangalore, you will serve as the primary escalation point, day-to-day technical mentor, and quality driver for a team resolving complex issues across Zoom Workplace, Zoom Phone, Zoom Contact Center, and enterprise integrations. You will guide engineers through difficult cases via real-time office hours and targeted coaching, build and maintain the team's knowledge foundation, and partner cross-functionally with Engineering, Product, and Security teams when customer issues require advanced investigation. Success in this role looks like stronger first-contact resolution, higher escalation quality, and customers who consistently feel heard and supported. This position requires on-site presence five (5) days per week at our Bangalore office. Remote or hybrid arrangements are not available for this role. About the Team The Technical Support Engineering team sits at the intersection of customer experience and deep technical expertise, resolving complex issues across Zoom's full product suite for enterprise customers around the world. Our work shapes customer satisfaction, product quality, and the reliability of Zoom Workplace as a global collaboration platform. We partner closely with Engineering, Product, and Account teams to close knowledge gaps, surface trends, and continuously raise the bar on the support experience. Responsibilities •Lead day-to-day technical escalation support for Technical Support Engineers, providing real-time troubleshooting guidance, case consultation, and technical decision-making direction through dedicated office hours and coaching channels. •Review incoming escalations to confirm accurate issue framing, complete diagnostic collection, and appropriate troubleshooting direction before advancing cases to Engineering or senior review. Support critical customer issues and priority incidents by coordinating triage, assessing impact, establishing resolution direction, and maintaining timely stakeholder communication throughout. •Mentor and coach Technical Support Engineers on product knowledge, troubleshooting methodology, case ownership, customer communication, and escalation readiness. •Deliver technical training, targeted knowledge-sharing sessions, and onboarding support based on recurring case trends, identified skill gaps, and team development needs. •Build and maintain a comprehensive library of knowledge articles, troubleshooting guides, runbooks, SOPs, and decision trees covering common and complex support scenarios. •Conduct structured case reviews and deliver specific, actionable feedback on troubleshooting quality, documentation accuracy, resolution correctness, and adherence to support processes. •Identify recurring case trends, process gaps, and product issues; partner with Engineering, Product, Security, and Account teams on advanced investigations and recommend improvements to tools, automation, and workflows. What We're Looking For •8 to 12 years of experience in technical support, SaaS, or enterprise application support, with a demonstrated track record of providing technical leadership, escalation support, or mentoring within a support environment, or equivalent experience. •Extensive hands-on expertise in SIP, VoIP, and Unified Communications environments, including SIP signaling, RTP media, SBCs, IP-PBX, codecs, NAT/firewall traversal, call routing, and quality analysis across enterprise UC and telephony platforms. •Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, QoS, proxies) and proven ability to analyze network traffic, diagnose performance issues, and troubleshoot complex connectivity problems. •Experience troubleshooting authentication and identity technologies (SSO, SAML, OAuth, SCIM, Active Directory) and familiarity with enterprise APIs, webhooks, contact center technologies, and third-party integrations. •Ability to analyze logs, network traces, error messages, and diagno