Senior Escalation Engineer — VoIP/SIP (Remote/Hybrid)

Zoom; Richmond (VA); 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 from report to resolution, working with engineering and product teams to deliver timely solutions.

You will use advanced diagnostics (log analysis, SIP traces, packet captures) and mentor Tier 2 supports while shaping our product roadmap with customer insights. Hybrid work options are available.

Qualifications

• 5+ years of customer-facing technical support at a Tier 3 level.
• Deep expertise in VoIP protocols and SIP trunks.
• Strong written and verbal English; ability to communicate with engineers and executives.
• Willingness to work outside standard business hours.

Responsibilities

• Own all escalated support cases from intake to resolution.
• Perform deep technical troubleshooting using logs and traces.
• Collaborate with engineering to reproduce fixes and hotfixes.
• Lead escalation meetings with stakeholders.
• Document case progress for visibility and collaboration.
• Mentor Tier 2 support teams.
• Engage in incident war rooms during major events.
• Share customer feedback to influence product quality.

Skills

VoIP protocols

SIP trace analysis

SIP trunking

Network log analysis

English communication

On-call readiness

Tools

Packet captures

Diagnostic tools

Job description

Zoom is seeking a Technical Support Engineer for its Escalation Engineering team. You will own highly complex customer cases from report to resolution, working with engineering and product teams to deliver timely solutions.

You will use advanced diagnostics (log analysis, SIP traces, packet captures) and mentor Tier 2 supports while shaping our product roadmap with customer insights. Hybrid work options are available.