Lead Technical Support Engineer

Zoom is the world leader in video communications with the highest customer satisfaction in our industry. We have been expanding rapidly since our Series D investment from Sequoia at a $1 billion valuation. Zoom was recently awarded the 5th Best SMB Company to Work for in the United States by Glassdoor (based on anonymous employee reviews). Now is the time to join our team of motivated and passionate people as Zoom grows to provide frictionless communications for businesses and organizations across the world. Visit zoom.us and follow us on Twitter (@zoom_us) and Facebook (Zoom Video Communications).

We are looking for a full-time Lead Technical Support Engineer to join our Tokyo, Japan team! The ideal Lead 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 Lead 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.
 

Requirements

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 Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry
   

Requirements

• 2+ years of managing Technical Support or Customer Service preferred
• MUST speak fluent Japanese and English
• Minimum of 5 years total technical support experience
• Ability to handle high volume of tickets, phone calls, and chats
• Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience
• Excellent communication (both oral, written, and interpersonal) and customer service skills are a must
• Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.
• Experience building teams in a growing company is preferred
   

Other Areas Of Interest

• Experience with H.323 and SIP protocols from a hardware and network standpoint
• Network experience (CCNA certification or equivalent)
• Administration of Exchange, Office 365, or Google Apps email and calendaring tools
• Active Directory federation and Single-Sign-On administration
• Experience managing a virtualized infrastructure
• Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS
• Experience in administration of any of the following: Learning Management Systems and Learning Tools Interoperability (LTI), InfusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools