Technical Support Engineer (Tokyo Based)

Technical Support Engineer

What you can expect

You will provide expert technical support for Zoom's cloud collaboration platform, resolving complex customer issues across connectivity, audio, video, and software performance. You will troubleshoot problems through multiple channels while collaborating with Engineering and Product teams to escalate critical cases. You will directly impact customer success by ensuring seamless communication experiences for enterprise clients. You will be based in Tokyo and report to the local Japan technical support manager.

About the Team

We deliver world-class technical support for Zoom's enterprise customers across Japan. Our team combines senior specialists who collaborate closely to solve complex technical challenges. We exist to ensure our customers maximize the value of their Zoom investment.

What we’re looking for

• Have 2+ years of experience providing technical support in enterprise service or communications environments
• Have a strong understanding of networking concepts, protocols, and troubleshooting techniques in unified communications and video technologies
• Have native level of Japanese and business level of English to communicate professionally
• Be able to utilize knowledge of SIP and telephony protocols to diagnose and resolve technical issues
• Have prior experience supporting video conferencing or collaboration platforms
• Have excellent customer facing skills and a background in consultation
• Be able to travel to the office and client sites as business needs require

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 Learnfor 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.

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