Solutions Engineer/Lab Manager

About This Role

This role is responsible for the strategic oversight and operational management of partner demo lab environments within Zoom's product ecosystem. The Lab Manager will bridge technical enablement needs with automation, providing reliable and scalable access to hands-on learning experiences for partners.

Responsibilities

• Own the end-to-end management of Zoom’s virtual lab environments supporting all partner technical programs
• Design, deploy, maintain, and scale lab environments for Zoom products like Zoom Workplace, Zoom Phone, Zoom Contact Center, Zoom Rooms/Spaces, AI Companion & emerging Zoom technologies
• Ensure lab environments are stable, secure, performant, consistent across global regions, and easy for partners to access
• Troubleshoot lab environment issues quickly and communicate clearly
• Create and maintain comprehensive documentation and runbooks for lab provisioning, decommissioning, cleanup, troubleshooting, and configuration standards
• Develop internal knowledge bases accessible to enablement teams and stakeholders
• Monitor usage, capacity, and optimize lab environments accordingly
• Create, maintain, and analyze post-lab surveys and identify areas for improvement
• Identify automation opportunities in lab provisioning, teardown, resets, and updates
• Gather and prioritize requirements for new demo account templates and functionality

Requirements

• Strong technical aptitude with ability to quickly learn software platforms
• Hands-on experience with Zoom products (Phone, Rooms, Contact Center, Workplace, AI Companion)
• Experience customizing, provisioning, and decommissioning sandbox or virtual environments
• Troubleshooting expertise across cloud-based SaaS environments
• Familiarity with sandbox/virtual environment management at scale
• Proven ability to document technical processes clearly and comprehensively
• Strong project management skills with ability to prioritize competing demands
• Experience working with cross-functional teams (engineering, enablement, operations)
• Data-driven mindset with experience defining and tracking operational metrics
• Strong written and verbal communication skills
• Experience gathering requirements and managing stakeholder expectations
• Experience supporting large-scale technical enablement programs and certifications

Nice to Have

• Background in technical education, partner ecosystems or channel programs
• Familiarity with LMS platforms and enablement tooling

Skills

* Required skills

Benefits