Technical Support Engineer
Zoom (zoom.us) is the world leader in video communications. Hundreds of thousands of businesses turn to Zoom for video and web collaboration, and we have the highest customer satisfaction in our industry.
In all measures - revenues, team, customers - Zoom is growing at an explosive pace. With our recent funding of $100M from Sequoia, we are expanding teams across our organization. Now is the time to get on board at Zoom.
Itâ€™s an awesome place to work, and weâ€™re looking for the best people to join us. ZVC Australia Pty Ltd (a 100% wholly owned subsidiary of Zoom) is looking for a full-time Technical Support Engineer from our Sydney, Australia office. The ideal Technical Support Engineer is an experienced manager with a demonstrated ability to build teams in a growing company, is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis.
The Technical Support Engineer is expected to be highly proficient in all areas related to our Zoom products and will be primarily assisting our Enterprise customers. 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 Zoomâ€™s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry Main duties: Manage and build teams in a growing company. Technical Support Engineers is expected to be highly proficient in all areas related to Zoom products and will be primarily assisting our business and Enterprise customers Qualification/Skills/Experience Experience in managing a group of Technical Support and Customer Service staff with a minimum of 5 years total technical support experience Bachelor's degree in Computer Engineering, Management Information System or equivalent degree/experience Excellent communication (both oral, written and interpersonal) and customer service skills Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude toward customers and team-members Experience with H.
323 and SIP protocol from a hardware and software standpoint Network experience (CCNA certification or equivalent) Administration of Exchange, Office365 or Google Apps email and calendaring tools Active Directory federation and Single-Sign-On administration Experience managing a virtualized infrastructure such as VMware Programming experience including mobile app development with SDKs, REST....