Senior Escalation Engineer - VoIP, SIP & Debugging (Remote)

Zoom; Hartford (CT); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team to own highly technical, high-priority customer cases from report to resolution. You will diagnose complex VoIP issues using logs, SIP traces, and packet captures, and collaborate with engineering to deliver fixes while communicating clearly to customers and executives.

You will mentor Tier 2 teams, provide product feedback, and help shape the roadmap by sharing customer insights.

Qualifications

• 5+ years of customer-facing technical support at Tier 3.
• Deep expertise in VoIP protocols and SIP tracing.
• Familiarity with IVR, omnichannel, and UC/CC environments.
• Strong written and verbal English communication.

Responsibilities

• Own escalated support cases from intake to resolution.
• Perform deep technical troubleshooting with logs and traces.
• Collaborate with engineers to reproduce and deploy fixes.
• Lead escalation meetings with stakeholders.
• Document progress and mentor Tier 2 teams.

Skills

VoIP protocols

SIP tracing

APIs & OAuth

Executive communication

On-call availability

Tools

Packet capture tooling

Job description

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team to own highly technical, high-priority customer cases from report to resolution. You will diagnose complex VoIP issues using logs, SIP traces, and packet captures, and collaborate with engineering to deliver fixes while communicating clearly to customers and executives.

You will mentor Tier 2 teams, provide product feedback, and help shape the roadmap by sharing customer insights.