Zoom Platform Engineer

Role: Zoom Platform Engineer

Work location: Remote

Type: Contract

Job Summary:

The Zoom Platform Engineer / Support Technician is responsible for the administration, support, optimization, and security of the Zoom collaboration ecosystem, and related integrations. This role ensures reliable service delivery, provides Tier 2–3 technical support, and partners with Zoom engineers and support staff to maintain a high-quality user experience across the organization.

Key Responsibilities:

Platform Administration & Engineering

• Administer and maintain the Zoom enterprise environment
• Configure account settings, user provisioning, licensing, roles, policies, and workflows
• Manage Zoom Rooms hardware, controllers, scheduling displays, and firmware updates (limited basis)
• Integrate Zoom with identity systems (SSO, Azure AD/Entra ID, Okta), calendaring, and conferencing platforms

Technical Support

• Provide Tier 2/3 support for Zoom-related issues (audio/video, connectivity, devices, clients, integrations)
• Troubleshoot complex issues involving networks, firewalls, QoS, and AV hardware
• Support executive meetings, town halls, and large virtual events as needed
• Create and maintain knowledge base articles and user documentation

Monitoring, Optimization & Security

• Monitor Zoom service health, usage, and performance metrics
• Implement best practices for security, compliance, and data privacy
• Assist with incident response, root cause analysis, and service improvements
• Stay current with Zoom feature releases and recommend enhancements

Collaboration & Project Work

• Partner with all relative teams on needed enhancements or break fixes
• Participate in Zoom, upgrades, re-designs and continual improvements
• Support pilots, migrations, and rollout of new functions and features
• Provide user training and adoption support

Required Qualifications

• 2–5+ years of experience supporting enterprise collaboration platforms
• Hands-on experience administering Zoom (Meetings, Rooms, Video, Phone preferred)
• Strong troubleshooting skills with audio/video conferencing systems
• Working knowledge of networking fundamentals (TCP/IP, DNS, firewall rules)
• Experience with Windows and macOS environments
• Familiarity with enterprise identity management and SSO
• Strong customer service and communication skills

Preferred Qualifications

• Zoom certifications (ZCA, ZCP, ZCM, ZCE)
• Experience with AV hardware (Logitech, Neat, Poly, Crestron, Cisco)
• Experience with Microsoft 365, Teams interoperability, or Google Workspace
• Scripting or automation experience (PowerShell, Python)
• ITIL or service management experience

Physical / Work Environment (Optional Section)

• Occasional after-hours or on-call support for critical meetings or incidents

Reporting Structure

• Reports to: Sr. IT Director of Services and Operations