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 customers, team members, 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
[Required]
- Have 3+ years of Tier II Technical Support experience in Japan. Experience with Cloud Contact Center or IP Telephony systems. Strong customer communication via video calls and text.
- 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 to work in office as per Japan Policy (Twice a week)
- Be available for work overtime or Weekend standby as needed
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[Nice to Have]
- Understand SIP, Telephony and H323 Protocols
- Experience of Unified communications with video and telephony-based products
- Have relevant certifications (e.g., CompTIA Network+, Cisco CCNA)
- Understand firewall, networking and good working knowledge and skills in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO
職務概要
理想的なテクニカルサポートエンジニアは、当社のクラウドコラボレーションビジョンに情熱を持ち、優れた態度を備えた人材です。テクニカルサポートエンジニアは、Zoom製品に関連するすべての分野において高度な熟練度を持つことが期待されます。エンタープライズクライアントをサポートするための技術サポート経験が必要です。
チームについて
Zoomは顧客、チームメンバー、そしてコミュニティケアを大切にしています。ハイブリッドワークを提供し、個人のスタイルを尊重します。チームにはシニアスタッフとサポートの専門家が在籍しています。コラボレーションとチームワークを重視しています。このポジションは東京を拠点とし、日本のマネージャーに報告を行います。
求めるスキル/ご経験
[必須条件]
- クラウドコンタクトセンターまたはIPテレフォニーシステムのテクニカルサポートでの3年以上の経験（特に日本でのTier IIレベルのサポート）、ビデオ通話/テキストコミュニケーションを通じた顧客とのコミュニケーション能力
- 日本語ネイティブレベル。ビジネスレベルの英語力も必要
- 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論の理解
- 必要に応じて顧客先への訪問が可能であること
- 日本のポリシーに従い、オフィスでの勤務が可能であること（週2回）
- 必要に応じて残業や週末のスタンバイ勤務が可能であること
[歓迎条件]
- SIP、テレフォニー、H323プロトコルの理解
- ビデオおよびテレフォニーベースの製品によるユニファイドコミュニケーションの経験
- 関連資格保有（例：CompTIA Network+、Cisco CCNA）
- ファイアウォール、ネットワーキング、およびMicrosoft Office 365、Microsoft Exchange、Azure AD、SSOの実務知識とスキル
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. 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.