Job Description

• Act as the highest tier of technical support for Slack-related incidents and service requests.
• Troubleshoot and resolve complex Slack issues, including integrations, API failures, user permission conflicts, and performance bottlenecks.
• Handle escalations from L1/L2 support teams and work closely with Slack enterprise support when required.
• Manage Slack workspace administration, including channel governance, user provisioning, and enterprise grid configurations.
• Monitor Slack service health and performance metrics; proactively identify and address systemic issues.
• Oversee integration and automation using Slack APIs, bots, webhooks, and workflows.
• Enforce and optimize security controls such as SSO, DLP integrations, retention policies, and compliance configurations.
• Provide support and guidance on Slack app development, including internal tools and third-party integrations.
• Partner with IT, Security, and Compliance teams to ensure Slack aligns with corporate policies and regulations.
• Document processes, resolutions, and standard operating procedures for Slack environment management.
• Train and mentor L1/L2 support staff; conduct knowledge-sharing sessions on Slack best practices.
• Stay current on Slack feature releases and roadmap developments; evaluate and recommend relevant enhancements.
• Install, configure, and maintain the Zoom client on Windows, macOS, and mobile platforms across the organization.
• Provide Tier 1 and Tier 2 technical support for Zoom-related issues, including video/audio quality, connectivity, and client features.
• Monitor Zoom client performance and troubleshoot issues related to updates, compatibility, and integrations.
• Manage Zoom client settings and policies through the Zoom Admin Portal.
• Ensure compliance with security protocols, including Single Sign-On (SSO), encryption settings, and access controls.
• Provide end-user training and documentation on Zoom client functionality and best practices.
• Collaborate with network and IT teams to resolve firewall, proxy, or VPN issues affecting the Zoom client.
• Test and validate new Zoom client versions before organization-wide deployment.
• Manage integration of Zoom with third-party tools (e.g., Outlook, Google Calendar, Slack).
• Participate in incident response and root cause analysis for major service disruptions.
• Monitor user feedback and proactively recommend enhancements to improve user experience.
• Stay updated with Zoom product releases, feature updates, and industry trends.

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