Service Engineer

Engineering

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Service Engineer

  • R8941
  • Remote, 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.

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 service point, you will work with the DevOps, Service Engineer, Platform, Engineering, and Technical Operations teams as Tier 2 support engineering to identify problems, hypothesize on cause, test issues, manage the bugs ticket queue, and whatever is required to resolve issues and get our users back on track. We are looking for that you can easily transition between speaking with Engineering, Developers and customers (both technically accomplished and novices).

  • Manage service quality - Knowledge on monitoring tools Telecom experience of Service provider and voice technologies, IP Telephony and Conferencing solutions.
  • Collect information and document bugs with Engineering for product issues that are affecting customers.
  • Build process or troubleshooting documentation in the support knowledge base. Satisfy 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 and platforms.
  • Assess and prioritize customer cases to ensure response and resolution according to service best practices, with an emphasis on escalated cases.
  • Exceed customer expectations on response quality, timeliness of responses and overall customer experience. Be our contact on customer matters and ensure customer issues are resolved as expediently as possible.

BS Degree (or equivalent experience or above) in Computer Science, Software Engineering, or in a related field.

  • Knowledge of programming languages, proficiency in at least one programming language: Java, C/C++, C#, .NET, python, JavaScript, or HTML.
  • knowledge of relational database (MySQL) and proficiency in SQL queries.
  • Knowledge of popular OS Platforms (e.g., Windows, Mac and Linux).
  • Knowledge of popular Mobile platforms (IOS, Android) desirable.
  • Knowledge of Security frameworks (e.g., JWT, OATH2, and SAML) desirable.
  • Knowledge of network related protocols (e.g., TCP/UDP/IP, SIP, HTTP/HTTPS, SSL/TLS, XMPP).
  • Knowledge of API development and familiar with installation, configuration, platform operations, and troubleshooting of API products..

Familiar with software testing principles and be able to write utilities / automation tools.

5+ years of experience in root cause analysis and track defect resolution to completion, and with limited information and a clear plan of action.

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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