Service Engineer

Engineering

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Service Engineer

  • R9585
  • Bay Area, California, United States
  • Engineering
  • 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.

Responsibilities:

  • Monitor and manage services quality with knowledges on monitoring and management tools, Service provider and voice technologies, IP Telephony and Conferencing solutions.

  • Attend  war rooms created to address high priority service challenges for our customers.  Field questions, updates, and concerns from the customer and coordinate solutions with team members, engineering, and other departments to restore services

  • Take end-to-end ownership of customer issues, including initial troubleshooting, issue reproduction, identification of root cause, determine the fix or workaround,  and manage the release schedules.

  • Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues including WEB/Client/Server/Database service, debug complex different OS environments and platforms.

  • Collect information and document bugs with Engineering for product issues that are impacting customers. Build process or troubleshooting documentation in the support knowledge base. 

  • Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.

  • Attend emergency war rooms created to address high priority service challenges for our customers.  Field questions, updates, and concerns from the customer and coordinate solutions with team members, engineering, and other departments to restore services. 

  • Weekend & Evening Work:  Weekend and evening work may be required. This is dependent upon customer needs and case details.

Requirements:

  • 3+ years of Tier 2 level Technical Support experience or relevant industry experience

  • Bachelor’s degree  (or equivalent experience) in Computer Science, Software Engineering, or in a related field.

  • Knowledge & Experience in Windows, Mac and Linux OS

  • Experience with cloud environment (AWS, Azure)

  • High attention to detail and ability to troubleshoot with limited information and a clear plan of action.

  • Experience with JIRA, ServiceNow or other bug tracking tools.

  • Excellent writing and verbal communication skills and customer  management skills are a must.

  • Experience in programming languages of Java, C++ or Python, mobile app development with SDKs, REST API usage, and HTML/CSS.   

  • General network knowledge (CCNA, CompTIA Network+ certification or equivalent experience).

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

  • Telephony - Experience and knowledge of PBX systems

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:

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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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