Senior Escalation Engineer - VoIP & SIP Troubleshooting

Zoom; Columbus (OH); 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 initial report through full resolution, using advanced diagnostics like logs, SIP traces, and packet captures. You’ll mentor Tier 2 teams and contribute to product roadmap.

This role emphasizes cross-functional collaboration with engineering, product, and global support teams, and requires availability outside standard hours.

Qualifications

• 5+ years of customer-facing technical support at a Tier 3 level.
• Deep expertise in VoIP protocols and voice/video troubleshooting.
• Familiarity with IVR workflows, omnichannel solutions, UC/CC environments.
• Strong written and verbal English skills.
• Willingness to work outside standard business hours.

Responsibilities

• Own escalated support cases from intake to resolution.
• Perform deep technical troubleshooting using logs and SIP traces.
• Collaborate with engineering to reproduce and deploy fixes.
• Confirm resolution with customers prior to closure.
• Document case progress for visibility and collaboration.
• Lead escalation meetings with technical and executive stakeholders.
• Engage in incident response during major events.
• Provide customer feedback to influence product docs and training.

Skills

VoIP protocols

IP Phones

SBC

PBX

SIP trunking

Packet capture

SIP traces

RESTful APIs

OAuth 2.0

Webhooks

API rate limits

Network traces

Technical documentation

English skills

On-call availability

Tools

Log analysis tools

Packet capture tools

Diagnostic tools

Job description

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team to own high-priority customer cases from initial report through full resolution, using advanced diagnostics like logs, SIP traces, and packet captures. You’ll mentor Tier 2 teams and contribute to product roadmap.

This role emphasizes cross-functional collaboration with engineering, product, and global support teams, and requires availability outside standard hours.