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.
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.
Support critical customer issues and priority incidents by coordinating triage, assessing impact, establishing resolution direction, and maintaining timely stakeholder communication throughout.
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.
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.
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 problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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Bring teams together, reimagine workspaces, engage new audiences, and delight your customers –– all on the Zoom AI-first work platform you know and love. 💙
Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like AI Companion, Team Chat, Contact Center, Phone, Events, Rooms, Webinar, Contact Center and more, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses.
We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind. Here, you'll find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Learn more about careers at Zoom by visiting our careers site: https://careers.zoom.us/home
