Technical Lead-Technical Support

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 diagnostic reports using support and diagnostic tools including ticketing systems, CRM platforms, log analysis utilities, and monitoring platforms.

• Demonstrated ability to create clear technical documentation, troubleshooting guides, knowledge articles, runbooks, and escalation summaries for both technical and non-technical audiences.

• Strong written and verbal communication skills, excellent case management discipline, and a customer-focused approach grounded in ownership, empathy, and timely follow-through in a fast-paced, global support 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 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.

Our Commitment

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.

Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.

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 work across teams to dig deep into impactful projects that are changing the way people communicate, and find room to grow with opportunities to stretch your skills and advance your career in a diverse, inclusive environment.