Technical Support Engineer at Zoom Communications in Bangalore

Job description

What You Can Expect As a Tech Support Engineer at Zoom, you will serve as a primary point of contact for end-users and business customers, delivering timely technical assistance across Zoom's full product suite. You will develop hands-on expertise in SIP/VoIP and Contact Center technologies while building the diagnostic and problem-solving skills that form the foundation of a strong technical support career. Working across global shifts and multiple communication channels, you will make a direct impact on customer satisfaction through clear communication, disciplined follow-through, and genuine care for resolution quality. This role involves shift rotation across APAC, EMEA, and US Eastern time zones to support our global customer base. This position requires on-site presence five (5) days per week at our Bangalore, India office. Remote or hybrid arrangements are not available for this role. About the Team Our Customer Support team is a global, customer-first organization committed to delivering exceptional experiences across Zoom's complete product portfolio. We combine technical depth with genuine empathy, working collaboratively across time zones to resolve issues efficiently and build lasting trust with every customer we serve. We invest in our people through continuous learning, product training, and a culture where curiosity and improvement are always encouraged. Responsibilities •Respond to customer inquiries across Zoom products via chat, email, and phone with professionalism and urgency •Diagnose and resolve issues related to voice communication systems, call routing, and Contact Center applications •Document customer interactions, troubleshooting steps, and resolutions accurately within the ticketing system, ensuring proper follow-up and closure •Deliver clear, step-by-step technical guidance using internal knowledge bases, diagnostic tools, and support resources •Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex technical issues effectively •Participate in on-call rotation, including weekend coverage, and shift work across APAC, EMEA, and US Eastern time zones •Attend product training sessions and team meetings to stay current on Zoom product updates, new features, and support policies •Maintain high standards of professionalism, empathy, and customer satisfaction in every interaction What We're Looking Fo r •2 to 4 years of hands-on experience in a technical support role •Working knowledge of SIP/VoIP technologies, protocols, and telephony concepts including call flow mechanisms •Practical understanding of Contact Center platforms and support operations •Basic technical knowledge of audio/video devices, internet and network troubleshooting, and SaaS applications •Proficiency with support tools such as ServiceNow, Salesforce, or equivalent platforms •Familiarity with network diagnostic tools such as ping, traceroute, Wireshark, or tcpdump •Excellent verbal and written communication skills with a customer-focused approach, composure under pressure, and strong time management in a fast-paced, shift-based environment 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 prob