Technical Support Engineer

Overview

What you can expect At Zoom, customers are at the center of what we do. As Bonsai scales within Zoom, we’re evolving how we support and enable small businesses on the Bonsai platform. As a Technical Support Engineer, you’ll be a trusted technical partner—helping customers troubleshoot issues, adopt core workflows, and get lasting value from the product.

Support is the foundation, but you’ll also identify patterns, contribute to education and self-service, and partner with Product, Engineering, and Support to improve the customer experience and scale support. This role is a good fit for someone who works independently, navigates ambiguity, and goes beyond a traditional support queue.

Bonsai, now part of Zoom, builds tools that help customers run key workflows on one platform. As the product and customer base grow, the Support team evolves how we enable customers to troubleshoot effectively, adopt best practices, and get value from the platform.

The team works at the intersection of customer experience, product adoption, and continuous improvement—partnering with Product and Engineering to investigate issues, surface trends, and improve documentation and self-service resources that reduce repeat questions and scale support over time.

• Providing technically sound support via email and live chat, diagnosing product and platform issues and explaining solutions clearly to non-technical users.
• Investigating unexpected product behavior by reproducing issues, assessing system context, identifying root causes, and determining resolution paths or escalations.
• Supporting customer enablement through webinars, written guides, and workflow education to help customers adopt best practices.
• Identifying recurring issues, workflow breakdowns, and gaps in customer understanding, and sharing insights with stakeholders.
• Contributing to Help Center content and self-service resources informed by support trends, while partnering cross-functionally to improve workflows and reduce repeat issues.
• Analyzing ticket trends, tags, recurring topics, and basic reports to surface patterns and improvement opportunities.

• Apply 2+ years of experience in technical support, customer support, customer success, or a related customer-facing role within a SaaS or technical product environment.
• Integrate solid troubleshooting and analytical skills to investigate issues, identify root causes, and explain solutions clearly.
• Collaborate on customer education initiatives such as webinars, walkthroughs, training sessions, or educational content.
• Leverage hands-on experience with AI-driven support tools (AI chat, automation workflows, macros, or intelligent routing).
• Operate independently in a remote environment, managing priorities, following through, and navigating ambiguity with minimal oversight.
• Demonstrate a proactive, self-starter mindset by improving documentation, systems, or workflows rather than waiting for direction.
• Use data comfortably (ticket trends, tags, recurring topics, basic reports) to identify patterns and improvement opportunities.
• Work with support tools such as Intercom, Zendesk, Jira, or similar platforms.

Minimum: $65,300.00

Maximum: $

In addition to the base salary and/or OTE listed, Zoom has a Total Direct Compensation philosophy that takes into consideration base salary, bonus and equity value.

Note:

Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location-based compensation structure; there may be a different range for candidates in this and other locations.

Our structured hybrid approach is centered around offices and remote work environments. The work style of each role (Hybrid, Remote, or In-Person) is indicated in the job posting.

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.