Senior Escalation Engineer - VoIP & SIP Expert (Remote)

Zoom; Pierre (SD); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Support Engineer for its Escalation Engineering team. You will own highly complex customer cases, perform deep diagnostic work with logs, captures, and SIP traces, and mentor Tier 2 teams. You’ll communicate clearly with engineering and executives and help shape the product roadmap.

The role requires availability for off-hours support and a structured hybrid work model combining office and remote work.

Qualifications

• 5+ years in customer-facing technical support at Tier 3 level or equivalent.
• Strong experience with VoIP and voice/video quality troubleshooting.
• Ability to analyze traces, logs, HAR files and crash reports.

Responsibilities

• Own escalated cases from intake to full resolution and closure.
• Perform deep technical troubleshooting using logs and traces.
• Collaborate with engineering to reproduce, test, and deploy fixes.
• Lead escalation meetings with technical and executive stakeholders.
• Document updates for visibility and collaboration.
• Mentor Tier 2 support teams and provide customer feedback.

Skills

VoIP protocols

SIP

H.323

IP Phones

SBC

PBX

SIP trunking

packet capture

SIP trace analysis

RESTful APIs

OAuth 2.0

webhooks

API rate limits

English communication

Tools

Logs analysis

Diagnostic tools

Job description

Zoom is seeking a Technical Support Engineer for its Escalation Engineering team. You will own highly complex customer cases, perform deep diagnostic work with logs, captures, and SIP traces, and mentor Tier 2 teams. You’ll communicate clearly with engineering and executives and help shape the product roadmap.

The role requires availability for off-hours support and a structured hybrid work model combining office and remote work.