Zoom Phone, Solutions Engineer

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 Webinars.

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.

We are looking for a Zoom Phone Solutions Engineer! The ideal Zoom Phone SE 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.

Responsibilities:

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

• Provides high level technical support to all Zoom Phone customers

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

• 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

Requirements:

• Knowledge of Zoom communication stack

• Bachelor’s degree in business related field preferred

• 5+ years’ experience in a customer focused on the role

• Strong technical troubleshooting skills, perseverance and patience

• Experienced in VOIP 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:

• Hear from our leadership team

• Browse Awards and Employee Reviews on Comparably

• Visit our Blog

• Zoom with us!

• Find us on social at the links below and on Instagram

• View more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site.