Service Monitor Machine Learning Engineer- Anti Fraud

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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.

Position Summary

As Zoom grows and expands the product reach, service quality stability becomes more and more important. Incidents like unexpected service quality, unplanned interruptions and outages are still inevitable,  which could cause serious consequences. In order to devote dedicated efforts to ensuring quality stability of Zoom services, we need to leverage more complex monitor techniques.

This role will help us catch more service quality incidents, to assure Zoom service quality stability, to manage incidents efficiently, and to improve Zoom’s customer experience.

Responsibilities

• Develop, maintain, deploy service quality monitors and related report jobs, and support team members in China on their monitors and reports for zoom services

• Work with team members to build an AIOps system

• Communicate with Engineers/OPs to identify known characteristics of service quality incidents in Zoom’s products side, and to proactively counter new service quality incidents cases

• Extract and process real-time and batch data of Zoom services for data exploration, aggregation, and validation. Analyze emerging service quality incidents using historical data and help improve services quality monitors

• Investigate and respond to urgent internal requests to resolve ad-hoc services quality monitors related issues

• Communicate with Engineers/OPs to investigate services quality monitors’ alerts

Required Qualifications

• 5+ years of relevant experience

• Strong data manipulation skills including SQL and Python

• Strong fundamentals in statistics, and sensitive to data

• Practical experience with machine learning algorithms

• Demonstrated problem-solving mindset and high sense of responsibility with analytical skills and attention to detail.

• Ability and willingness to be on-call in some weekends and holidays (taking turns with the rest of the team) to support Service-Monitor systems

Nice to Have Qualifications

• Knowledge of MLOps frameworks such as TensorFlow Extended, Kubeflow, or MLFlow

• Proficient in leveraging Spark or Flink to create and manipulate data pipelines in an AWS big data environment

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.

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