Senior Escalation Engineer, VoIP & SIP (Remote)

Zoom; Olympia (WA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team to own complex, high-priority customer cases from intake to resolution. You will partner with engineering to reproduce fixes, perform advanced diagnostics, and mentor Tier 2 teams while shaping product feedback.

Ideal candidates have 5+ years in Tier 3 customer-facing tech support, expertise in VoIP protocols and SIP traces, and strong written and verbal English skills. Hybrid work model with on-call requirements.

Qualifications

• 5+ years of customer-facing technical support at Tier 3 or equivalent.
• Deep expertise in VoIP protocols and SIP-related troubleshooting.
• Experience with IVR, UC/CC environments.
• RESTful APIs, OAuth 2.0, webhooks, and API rate limits.
• Ability to analyze network traces and logs.
• Strong written and verbal English communication.
• Willingness to work outside standard business hours.

Responsibilities

• Own escalated support cases as primary technical contact through resolution.
• Perform deep technical troubleshooting using logs and diagnostics.
• Collaborate with engineering to reproduce fixes and deploy workarounds.
• Verify solution effectiveness with customers before closure.
• Document case progress for visibility and collaboration.
• Lead escalation meetings with technical and executive stakeholders.
• Engage in incident war rooms for major events and communicate updates.
• Contribute customer feedback to product docs and training; mentor Tier 2 teams.

Skills

Tier 3 support

VoIP protocols

SIP tracing

Packet capture

REST APIs

OAuth 2.0

Technical documentation

English communication

On-call availability

Tools

Diagnostic tools

Packet capture tools

SIP trace analysis

Job description

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team to own complex, high-priority customer cases from intake to resolution. You will partner with engineering to reproduce fixes, perform advanced diagnostics, and mentor Tier 2 teams while shaping product feedback.

Ideal candidates have 5+ years in Tier 3 customer-facing tech support, expertise in VoIP protocols and SIP traces, and strong written and verbal English skills. Hybrid work model with on-call requirements.