What you can expect

The ideal Technical Support Engineer is someone who will be passionate about our cloud collaboration vision and have a great attitude. The Technical Support Engineer is expected to be highly proficient in all areas related to our Zoom products. Must have technical support experience supporting enterprise clients.

About the Team

Zoom values customer, team member, and community care. They offer hybrid work and respect individual styles. The team includes senior staff and specialists for support. Emphasis is on collaboration and teamwork. This role is based in Tokyo, and you will report to the manager in Japan.

What we’re looking for

• 5+ years of Tier II level Technical Support and Customer Service experience in Japan.

• Have experience in SaaS or Unified communications with video and telephony-based products

• Be a Fluent Japanese speaker. Business level English ability is also necessary for this position

• Understand networking concepts, protocols, and troubleshooting methodologies.

• Be available for onsite visits to client locations as needed

• Be available for work overtime for our Premier Support Customers as needed

• Understand SIP, Telephony and H323 Protocols *Nice to have

• Have relevant certifications (e.g., CompTIA Network+, Cisco CCNA) *Nice to have

• Understand firewall, networking and good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO * Nice to have

職務内容

Technical Support Engineer(東京勤務)は、Zoomのクラウドコラボレーションビジョンに情熱をお持ちの方を募集しています。Zoom製品に関して様々な分野で精通していることが求められます。これまでにTechnical Supportとして特に法人のお客様のサポート経験が必須となります。

チームについて

Zoomは顧客、チームメンバー、コミュニティへの配慮を大切にしています。ハイブリッドな仕事を提供し、個人のスタイルを尊重しています。チームにはシニアスタッフとサポートのスペシャリストがおり、コラボレーションとチームワークを重視します。このポジションは東京を拠点とし、日本にいるマネージャーへのレポートとなります。

必要なスキル/ご経験

• 日本における5年以上のTier IIレベルのテクニカルサポート及びカスタマーサービス経験

• ビデオおよびテレフォニーベースの製品を使用したSaaSまたはユニファイドコミュニケーションの経験

• 日本語：ネイティブレベル / 英語：ビジネスレベル（特に読み書きは必須です）

• ネットワークの概念、プロトコル、トラブルシューティング方法の理解

• オンサイト（お客様先等）での技術的なサポートへ対応いただけること（発生した場合）

• 有償サポート（Premire Support）ご契約のお客様への時間外対応をいただけること（発生した場合）

歓迎要件

• SIP、テレフォニー、H323プロトコルの理解

• 関連資格 (CompTIA Network+、Cisco CCNAなど)

• ファイアウォール、ネットワークに関する知識、Microsoft Office 365、Microsoft Exchange、Azure AD、SSOに関する十分な知識とスキル

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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

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.