Solutions Engineer/Lab Manager

Role Overview

The Technical Enablement Lab Manager is responsible for the strategic oversight and operational management of partner demo lab environments across Zoom's product ecosystem. This role serves as the bridge between technical enablement needs and automation capabilities, ensuring partners have reliable, scalable access to hands-on learning environments. The ideal candidate combines technical proficiency with program management skills to deliver world-class lab experiences that accelerate partner competency and product adoption.

What You'll Do

Lab Environment Oversight

• 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 Workplace
  • Zoom Phone
  • Zoom Contact Center (ZCX)
  • Zoom Rooms / Spaces
  • AI Companion & emerging Zoom technologies

• Ensure lab environments are:

  • Stable, secure, and performant
  • Consistent across global regions
  • Easy to access for partners with minimal friction
• Troubleshoot lab environment issues fast and communicate clearly when things go sideways (because sometimes they do)

Process Documentation & Knowledge Management

• Create and maintain comprehensive documentation and runbooks for:

  • Lab provisioning procedures and workflows
  • Decommissioning and cleanup processes
  • Troubleshooting guides
  • Configuration standards and best practices
• Develop internal knowledge bases accessible to enablement teams and stakeholders
• Ensure documentation remains current with product updates and automation enhancements

Optimize and Close Gaps

• Monitor usage, capacity — and optimize accordingly

  • Create, maintain, and analyze post-lab surveys
  • Identify areas for improvement based on internal and external feedback
• Complete routine testing on lab accounts and associated guides

• Identify automation opportunities in lab provisioning, teardown, resets, and updates

  • Gather and prioritize requirements for new demo account templates and functionality
  • Identify opportunities to expand automation coverage and reduce manual intervention
  • Translate business needs into technical specifications for automation improvements
  • Advocate for lab infrastructure needs in cross-functional planning discussions
  • Conduct regular status meetings to track automation development progress

What You'll Bring

Technical Skills

• 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

Program & Process Management

• 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)

Analytical & Communication Skills

• Data-driven mindset with experience defining and tracking operational metrics
• Strong written and verbal communication skills
• Experience gathering requirements and managing stakeholder expectations

Enablement Mindset

• Experience supporting large-scale technical enablement programs and certifications
• Background in technical education, partner ecosystems or channel programs
• Familiarity with LMS platforms and enablement tooling

Success Metrics and KPIs

Partner Experience & Adoption

• Partner lab satisfaction score: ≥ XX / 5 (post-lab surveys)

• Time to lab access:

  • Standard labs: < XX minutes from request to ready
  • Event labs: 100% ready prior to event start
• Reduction in partner friction: YoY decrease in lab-related support tickets
• Repeat usage rate: Growth in partners re-using labs across multiple programs

Automation & Operational Efficiency

• Automation coverage: ≥ XX% of lab provisioning, reset, and teardown automated
• Manual intervention reduction: YoY decrease in manual lab setup time (XX%)

Enablement Impact

• Certification enablement support:

  • % of partner certifications requiring labs supported successfully
  • Zero certification-blocking lab issues
• Time-to-competency: Reduction in time partners take to complete hands-on enablement
• Alignment to Zoom product launches: Labs available at or before GA

Documentation & Knowledge Management

• Documentation completeness:

  • 100% of labs documented with runbooks and troubleshooting guides
• Self-service success rate: Increase in partners completing labs without live support (Contingent on Global Architecture Support)
• Internal enablement readiness: PSEs and instructors able to deliver labs without escalation

Executive & Stakeholder Confidence

• Stakeholder satisfaction score: ≥ 4.5 / 5 from enablement and program owners
• Predictability: No surprise outages during scheduled programs
• Clear reporting: Regular dashboards on usage, health, cost, and impact

Salary Range or On Target Earnings:

Minimum:

$131,200.00

Maximum:

$262,400.00

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

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

02/04/26

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.

Benefits
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. Click Learn for more information.

About Us
Zoomies help 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.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

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. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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