Senior Escalation Engineer — VoIP & Network Expert

Zoom; Bismarck (ND); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Support Engineer to join the Escalation Engineering team. You will serve as the highest level of technical escalation, owning complex cases end-to-end, and collaborating closely with engineering to reproduce fixes and deploy workarounds.

You will mentor Tier 2 teams, share customer insights to shape product roadmaps, and communicate clearly with engineering, product, and executives. Strong English skills required.

Qualifications

• 5+ years of customer-facing technical support at Tier 3.
• Deep expertise in VoIP protocols and voice quality troubleshooting.
• Familiarity with IVR, UC/CC environments.
• Understanding RESTful APIs, OAuth 2.0, webhooks.
• Ability to analyze network traces and logs.
• Strong written and verbal English.
• Willingness to work outside standard business hours.

Responsibilities

• Own escalated support cases from intake to resolution.
• Perform deep technical troubleshooting using logs and traces.
• Collaborate with engineering to reproduce fixes and deploy workarounds.
• Lead escalation meetings with technical and executive stakeholders.
• Document progress and mentor Tier 2 teams.
• Communicate status updates for internal and customer visibility.

Skills

VoIP protocols

SIP/H.323

IP Phones

SBC/PBX

Call routing

SIP trunking

Packet capture

RESTful APIs

OAuth 2.0

Webhooks

English communication

Job description

Zoom is seeking a Technical Support Engineer to join the Escalation Engineering team. You will serve as the highest level of technical escalation, owning complex cases end-to-end, and collaborating closely with engineering to reproduce fixes and deploy workarounds.

You will mentor Tier 2 teams, share customer insights to shape product roadmaps, and communicate clearly with engineering, product, and executives. Strong English skills required.