Service Engineer - Escalations

Service Engineer - Escalations
 

What you can expect

Zoom is experiencing rapid growth in revenue, innovation, customers, and workforce. Guided by Eric S. Yuan, Glassdoor’s top-rated CEO, Zoom fosters a unique and collaborative culture. Teams across the organization are expanding, and those passionate about delivering happiness are encouraged to join.

This role involves collaborating with Support, Product, Platform, Engineering, and Developer Operations teams. Responsibilities include diagnosing issues, testing hypotheses, managing bug tickets, and resolving problems efficiently to support users.

The ideal candidate is resourceful, collaborative, and passionate about problem-solving. They should advocate for users, embrace teamwork, and align with Zoom's core values while striving to enhance user satisfaction.

About the Team

With eight specialized departments, the engineering team functions as a highly collaborative, diverse powerhouse. Each department mission is to deliver seamless and innovative communication solutions. These range from software development and machine learning to quality assurance teams that work to create and maintain Zoom's user-friendly interfaces and robust infrastructure. The team continues to push the boundaries of communication technology, bringing people together regardless of their physical distance.

Responsibilities

• Collaborating with cross-functional teams to identify and resolve technical issues in service operations.

• Developing and implementing service solutions to address technical challenges and improve system performance within defined operational standards.

• Taking full responsibility for customer concerns, including conducting initial troubleshooting, determining the root cause, and implementing effective solutions to resolve issues.

• Gathering information and recording product issues with R&D to address customer-impacting problems. Creating troubleshooting guides or processes for the support knowledge base. Meeting customer satisfaction and efficiency goals.

• Collaborating with various support levels, serving as an escalation resource, and analyzing intricate issues across WEB/Client/Server/Database services and diverse OS environments. Debugging complex platforms effectively.

• Ensuring customer expectations are met or surpassed regarding response quality, response timeliness, and overall customer experience. Acting as a contact for internal and external customer matters. Resolving customer concerns promptly and efficiently.

What we’re looking for

• Hold a background in Computer Science, Software Engineering, or a comparable field through formal education or equivalent professional experience.

• Possess expertise in Quality of Service (QoS) and Session Initiation Protocol (SIP) for end-to-end call flow troubleshooting in Voice over IP (VoIP) services.

• Utilize Wireshark to analyze packets, identify issues, review SIP call traces, and evaluate SIP call flow for troubleshooting tasks.

• Demonstrate expertise in programming technologies and languages, utilizing SQL queries to effectively troubleshoot and resolve application issues.

• Possess experience with Linux and networking within cloud environments such as AWS or Azure.

• Demonstrate proficiency with JIRA or alternative bug tracking software.

• Demonstrate exceptional written and verbal communication abilities to contribute effectively to knowledge base articles and root cause analysis documentation.

• Collaborate with data science teams to integrate artificial intelligence insights into enhancing service reliability and improving customer experiences.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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!

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.