Technical Support Manager

Job Description

Technical Support Manager What you can expect The APAC Technical Support Manager will be a customer-focused leader with experience building and managing teams in a dynamic environment. You re passionate about Zoom s vision, have a positive, agile mindset, and take a proactive approach to daily operations. You ll lead Tier 2 and Tier 3 support engineers who handle all Zoom products, ensuring we consistently deliver great customer experiences and maintain high satisfaction. Success in this role requires experience managing support teams, handling customer escalations, and a background in technical or engineering support ideally in a SaaS company. About the Team Our global Premier Support team focuses on supporting our customers with resolving complex technical escalations in a timely manner. The team develops a trusted- technical advisor relationship with our customers and provide recommendations based on the Zoom product suite to address their business needs. What we re looking for Have a Bachelors in Engineering/Computer Science/Technology or equivalent of technical experience nice to have. Have management experience of a customer facing technical organization. Have working in SaaS Industry and/or Unified Collaboration experience. Project Management / PMP experience nice to have, but not required. Have excellent communication, analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems. Able to understand Unified Communication solutions such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Teams/Office365, 8x8, RingCentral, Avaya and/or Zoom solutions are highly valued. Able to analyze trends, understand metrics and present to upper management and leadership teams. 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 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.