Technical Support Engineer (Tokyo Based)
Core
Provide Tier II technical support for Zoom's cloud collaboration products (Contact Center, Phone, Events) to enterprise clients, primarily via video calls and text, with occasional onsite visits.
Role type
Senior IC technical support engineer (telephony/cloud collaboration)
Builds
Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Rooms, Zoom Webinars
Domain
Enterprise communications, cloud collaboration, IP telephony
Deliverable
client delivery
Required skills
Tier II technical support experience, enterprise client support, video call troubleshooting, text-based customer communication, networking concepts, protocol troubleshooting, Japanese (native), English (business)
Preferred skills
SIP/Telephony/H323 protocols, unified communications experience, CompTIA Network+/Cisco CCNA, Microsoft 365/Exchange/Azure AD/SSO administration
Technologies
Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Rooms, Zoom Webinars, SIP, H.323, Microsoft 365, Microsoft Exchange, Azure AD
Responsibilities
Troubleshoot enterprise client issues via video and text, perform onsite visits as needed, adhere to hybrid office attendance policy (2x/week), manage overtime and weekend standby
Seniority
Mid-level, hands-on IC
