Zoom Phone Solution Engineer


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Zoom Phone Solution Engineer

  • Chiyoda-ku, Tokyo, Japan
  • 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.

Roles & Responsibilities

The Solution Engineer role at Zoom is an exciting and rewarding position. The ideal Zoom Phone Solution Engineer is passionate about our Cloud Meeting vision, can act as a customer's trusted advisor and technical consultant, and will have exceptional experience in PBX/telephony systems

Diagnoses and troubleshoots all Zoom Phone issues and assists customers to maintain stable integrated UC platform.

Perform advanced technical presentations for enterprise customers, and prospects through demonstrations, product overviews and sales presentations to deliver the value of Zoom Phone and UC Platform. 

Troubleshoots and reproduces customer technical issues to resolution and/or escalate

Develop relationships with customers, sales and support teams, become a product and customer advocate, and provide world class technical support when needed

Applies expert knowledge of Zoom Communication services and phone technology

Responsible for training customer administration of Zoom Phone platform

Answers complex technical questions and offers workarounds for customer networks

Responds promptly to escalations while keeping detailed case notes

Manage escalated issues and collaborate with other internal departments to expedite resolution

Help develop and maintain customer facing and internal help articles

Perform lab testing, work with Architecture team

Presales Engineering of VOIP solutions

Provide subject expertise as required

Deep understanding of regulatory requirement


Knowledge of Zoom communication stack

Bachelor’s degree in business related field preferred

5+ years’ experience in a customer focused role with understanding of customer communication requirments for enterprise business markets. 

Strong technical troubleshooting skills, perseverance and patience

Experienced in Voice, Video, Contact Center,  VOIP network architecture and technology including SIP, RTP, QoS, COS, codecs

Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.

Networking, IT or telecommunications certification is a plus

Experience supporting telecommunications, networking or Software-as-a-Service products

Ability to work efficiently in a highly demanding team-oriented and fast-paced environment

Ability to communicate and empathize with all levels of customers – executives, end users, developers

Self-motivated with the ability to dive right in, be effective and make a difference

Experience working with multiple departments and managing multiple tasks concurrently

Influencing from the Pre-Sales capacity the addition of new customers while retaining and expanding our footprint within our existing customers.

Contributing to the sales team and overall organization exceeding quota and expectations.

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:

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 an “@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. If you have already completed an application, you can access it here. 

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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