Full stack Service Engineer

Engineering (EN)

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Full stack Service Engineer

  • R11115
  • India
  • Engineering (EN)
  • 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 Webinars.

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.

Zoom is growing at an explosive pace by every measure - revenues, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture makes Zoom an awesome place to work. We are expanding teams across the organization. If you are motivated by delivering happiness, come join us at Zoom!

As an escalation point, you will work closely with the Support, Product, Platform, Engineering, and Technical Operations teams as Tier 2 support engineering to identify problems, hypothesize on root cause, test issues, manage the bugs ticket queue, and whatever is required to resolve issues rapidly and get our users back on track. The role requires that you can easily transition between speaking with Engineering, Developers and customers (both technically skilled and novices).

You are smart, resourceful, and a team player excited to solve problems, advocate for users, and amplify ZOOM's core values. Above all, you like to relentlessly pursue user delight!

This is a senior level position.

Responsibilities:
Monitor and manage service quality - Knowledge on monitoring and management tools Telecom experience and extensive knowledge of Service provider and voice technologies, IP Telephony and Conferencing solutions.
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
Collect information and document bugs with Engineering for product issues that are impacting customers. Build process or troubleshooting documentation in the support knowledge base. Deliver against customer experience and efficiency targets.
Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues including WEB/Client/Server/Database service, debugging complex different OS environments and platforms.
Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.

Requirements:
 • 5+ years of relevant industry experience
 • BS Degree (or equivalent experience) in Computer Science, Software Engineering, or in a related field.
 • Knowledge & Experience in Windows, Mac and Linux OS
 • Debugging packets with Wireshark, tools of core dump and performance analyzer
 • Working knowledge of programming technologies and languages, SQL queries to troubleshoot applications.
 • Experience with Linux, networking also in cloud environment (AWS, Azure)
 • High attention to detail and ability to troubleshoot with limited information and a clear plan of action.
 • Experience with JIRA, or other bug tracking tools.
 • Excellent written and verbal communication skills.
 • Previous Support Engineering / Developer Support experience also a big plus!
 • Experience in programming languages of Java, C++ or Python

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.

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:

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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