Senior Escalation Engineer, Technical Support (Remote)

Zoom; San Jose (CA); Híbrido; USD 77.000 - 186.000; Jornada completa

Descripción de la vacante

Zoom is seeking a Technical Support Engineer within Escalation Engineering in the United States. You will own the most complex, high-priority customer cases, perform deep diagnostics with logs and SIP traces, and collaborate with engineering to deploy fixes.

You’ll mentor Tier 2 teams and provide customer insights that shape product direction. You will interact with executive stakeholders, participate in incident war rooms, and contribute to documentation and training to improve overall support

Formación

• 5+ years of customer-facing technical support at a Tier 3 level.
• Deep expertise in VoIP protocols (SIP, H.323) and SIP trace analysis.
• Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
• Solid understanding of RESTful APIs, OAuth 2.0, webhooks, and API rate‑limit patterns.
• Ability to analyze network traces, logs, HAR files, and crash reports.
• Proven ability to produce clear technical documentation and communicate to technical and executive audiences.
• Willingness to work outside standard hours.

Responsabilidades

• Own all escalated support cases as the single technical contact, driving from intake to resolution.
• Perform deep technical troubleshooting using logs, traces, and diagnostic tools.
• Collaborate with engineering to reproduce, test, and deploy fixes and workarounds.
• Confirm solution effectiveness with customers before case closure.
• Document case progress with clear updates for visibility and collaboration.
• Lead escalation meetings with technical and executive stakeholders to drive timely resolution.
• Engage in incident war rooms and communicate status across the team.
• Contribute customer feedback to product quality, docs, and training.

Conocimientos

VoIP protocols (SIP, H.323)

SIP traces

IP Phones

SBC/PBX

SIP trunking

packet capture / traces

IVR workflows

omnichannel / UC/CC

RESTful APIs

OAuth 2.0 / webhooks

API rate-limiting

network traces / logs

technical documentation

clear written/verbal English

on-call / after-hours

Descripción del empleo

Zoom is seeking a Technical Support Engineer within Escalation Engineering in the United States. You will own the most complex, high-priority customer cases, perform deep diagnostics with logs and SIP traces, and collaborate with engineering to deploy fixes.

You’ll mentor Tier 2 teams and provide customer insights that shape product direction. You will interact with executive stakeholders, participate in incident war rooms, and contribute to documentation and training to improve overall support