Job Summary
The Zoom Support L2 Engineer is responsible for providing Level 2 operational and technical support for Zoom Unified Communications and Collaboration (UCC) services, including Zoom Meetings, Zoom Phone, Zoom Chat, Zoom Rooms, Zoom Webinars, and associated collaboration platforms. The role involves incident resolution, user provisioning, service request fulfillment, configuration management, troubleshooting audio/video issues, Zoom Phone administration, and ensuring high service availability
Key Responsibilities
Incident & Service Request Management Provide Level 2 support for Zoom Meetings, Zoom Phone, Zoom Chat, Webinars, and collaboration services. Troubleshoot and resolve meeting, audio, video, connectivity, and user access issues. Handle incidents, service requests, and change activities through ITSM platforms such as ServiceNow. Participate in major incident investigations and escalation management activities. Zoom Administration Perform user provisioning, licensing, and RBAC role administration. Configure and manage Zoom Meetings, Chat, Call Queues, Auto Receptionists, Recordings, Whiteboards, and AI Companion features. Support DID assignments, Zoom Phone configurations, call routing, and survivability features. Manage Zoom endpoints, IP phones, analog phones, media packs, and firmware upgrades. Monitoring & Operational Support Monitor Zoom service health, call quality metrics, logs, dashboards, and reporting tools. Analyze call logs, QoS metrics, MOS scores, and service performance indicators. Support capacity management, service continuity, and operational governance activities. Maintain operational documentation, SOPs, and knowledge articles. Collaboration Platform Support Support integrations and coexistence with Microsoft Teams, Cisco Webex, Slack, and related collaboration platforms. Coordinate with telecom carriers and Zoom Phone providers for troubleshooting voice-related issues. Assist with Zoom Room support, SIP/H.323 interoperability, and third-party device integrations.
Skill Requirements
Experience 4 to 7 years of experience in Unified Communications, Collaboration, or Enterprise Voice Support. Minimum 3+ years of hands-on experience supporting Zoom UCC platforms. Experience working in a 24x7 enterprise support environment. Technical Skills Zoom Technologies Zoom Meetings Zoom Phone Zoom Chat Zoom Webinars Zoom Rooms Zoom Recordings & Reporting Zoom Whiteboard Zoom AI Companion Voice & Collaboration Zoom BYOC/BYOP environments SIP and H.323 protocols PSTN and Audio Conferencing Auto Receptionist and Call Queues DID Management Emergency Calling (E911) System Administration User provisioning and license management RBAC administration Endpoint management and firmware upgrades Incident and change management Troubleshooting Skills Audio/video troubleshooting Call quality analysis SIP call flow troubleshooting Log analysis and dashboard monitoring Root Cause Analysis (RCA) Collaboration Platforms Microsoft Teams Cisco Webex Slack
Other Requirements
Good to Have Requirement Zoom Certified Administrator (ZCA) or Zoom Phone Certification. Experience with Zoom API, SDK, Webhooks, and automation. Knowledge of PowerShell, Python, or scripting for operational automation. Exposure to Azure, AWS, or cloud-based collaboration platforms. Experience with ServiceNow ITSM. Understanding of network fundamentals including LAN/WAN, QoS, DNS, and firewalls. Experience with packet capture and voice troubleshooting tools. Knowledge of Microsoft Teams Direct Routing and Operator Connect. Familiarity with Agile methodology, Azure DevOps, or CI/CD practices. Exposure to observability and monitoring platforms for collaboration services.