Senior Escalation Engineer, VoIP & SIP (Hybrid/Remote)

Zoom; Phoenix (AZ); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team to own high-priority customer cases from report to resolution. You’ll use advanced diagnostics like log analysis, packet captures, and SIP traces, while mentoring Tier 2 teams and shaping product feedback.

The role requires 5+ years in customer-facing support with deep VoIP knowledge, strong documentation skills, and the ability to communicate across engineering and executive audiences.

Qualifications

• 5+ years of customer-facing technical support at a Tier 3 level or equivalent.
• Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, and SIP trunking with advanced voice/video troubleshooting including packet capture and SIP trace analysis.
• Familiarity with IVR workflows, omnichannel solutions, UC/CC environments.
• Strong understanding of RESTful APIs, OAuth 2.0 (Server-to-Server and Authorization Code), webhooks, and API rate-limit patterns.
• Ability to analyze network traces, console logs, HAR files, and crash reports to isolate root cause.
• Proven ability to produce clear technical documentation and communicate effectively with engineering, product, and customer audiences.

Responsibilities

• Own all escalated support cases as the single technical point of contact, driving from intake to full resolution.
• Deliver deep technical troubleshooting using logs, diagnostic tools, and best practices to resolve complex issues.
• Partner with engineering to reproduce, test, and deploy fixes and workarounds, including hotfixes and client/server updates.
• Confirm solution effectiveness with customers prior to closure to ensure complete resolution.
• Document case progress with clear updates for visibility and collaboration.
• Lead critical escalation meetings with technical and executive stakeholders to drive timely resolution.
• Engage in engineering war rooms during major incidents and communicate status to the support organization.
• Influence product quality by sharing customer feedback and mentoring Tier 2 teams.

Skills

VoIP protocols

SIP

SIP trunking

Packet capture

SIP trace analysis

Technical documentation

Debugging and diagnostics

Tools

Log analysis tools

Diagnostic tools

Job description

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team to own high-priority customer cases from report to resolution. You’ll use advanced diagnostics like log analysis, packet captures, and SIP traces, while mentoring Tier 2 teams and shaping product feedback.

The role requires 5+ years in customer-facing support with deep VoIP knowledge, strong documentation skills, and the ability to communicate across engineering and executive audiences.