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 spot 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 great fit for someone who works independently, navigates ambiguity, and goes beyond a traditional support queue. About The Team 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 is evolving 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. Responsibilities 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, reduce repeat issues. Analyzing ticket trends, tags, recurring topics, and basic reports to surface patterns and improvement opportunities. What We’re Looking For 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. Salary Range $65,300 to $104,500 (base salary, bonus, and equity considered under Total Direct Compensation). Position Close Date 02/27/26 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. Perks Our award‑winning workplace culture and commitment to delivering happiness means we offer a variety of perks, benefits, and options to support physical, mental, emotional, and financial health, work‑life balance, and community engagement. About Us Zoom helps 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. 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. #J-18808-Ljbffr

📌 Technical Support Engineer - $65,300 - $104,500 A Year (Toronto)
🏢 Zoom
📍 Toronto