Escalation Engineer

Customer Services

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Escalation Engineer

  • R8709
  • Remote, United States
  • Customer Services
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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 Webinar.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

The ideal Escalation Engineer is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Escalation Engineer is expected to be highly proficient in all areas related to our Zoom products.

Responsibilities:

  • Escalation Engineer: Provide 24x7 deep technical troubleshooting for escalated issues that involve Zoom’s most technically complex or sensitive support situations. Isolate and identify problems and root causes that directly affect customer usage of Zoom.

  • Technical Expertise: Use log analysis, system tools, and other sophisticated debugging methods to analyze problems and develop solutions to meet customer needs.

  • Interface to the engineering group: Interact directly with engineering to resolve escalated issues. Reproduction and verification of such issues and test fixes or workarounds. Work together to provide solutions to the customer which may include hot fixes and new release support.

  • Interface to the product group: Provide customer feedback to the product group, regarding common problems. Work together to provide improvements to the product which may include changes to the design of the product, better documentation and more training. 

  • Communications: Maintain clear, concise, and positive communication for all escalated issues in a timely and efficient manner including follow-ups with customers, team members, and engineers.

  • Proactive Initiatives: Develop proactive initiatives to reduce number of tickets and escalations via supportability/serviceability reviews, front and backend automations and new product introduction training to colleagues and customers. 

  • Product Knowledge: Stay familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

  • Mentor: Train Tier 1 and Tier 2 support engineers and help them resolve support cases more effectively.  Provide documentation and guides to analyze and troubleshoot common issues. 

Requirements:

  • Minimum of a Technical Bachelor's Degree or relevant 5+ years of strong Tier 2 level Technical Support experience.

  • Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience.

  • Ability to handle escalated issues and work directly with engineering and product

  • Excellent communication (both oral, written, and interpersonal) and customer escalation management skills are a must.

  • Ability to run a meeting with customers and other vendors in a confident and professional manner.

  • Ability to write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, creating blog posts, etc.)

  • Experience as a team leader or mentor, hands-on experience in mentoring, staff development or team work building. 

  • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.​

  • General network knowledge (CCNA certification or equivalent experience).

  • Work critical cases as needed on a 24x7 basis or through an on-call model as needed

Other areas of interest:

  • Experience with H.323 and SIP protocols from a hardware and network standpoint.

  • Experience and knowledge of PBX systems are highly desirable

  • Administration of Exchange, Office 365, or Google Apps email and calendaring tools.

  • Active Directory federation and Single-Sign-On administration.

  • Experience managing a virtualized infrastructure.

  • Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.   

  • Experience in administration of any of the following: Learning Management Systems and Learning Tools Interoperability (LTI), InfusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

Explore Zoom:

#LI-Remote

Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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