Senior Escalation Engineer – VoIP & SIP Troubleshooting

Zoom; Dover (DE); Hybride; USD 77 000 - 186 000; Plein temps

Résumé du poste

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team in the United States. You will own complex customer cases, perform advanced diagnostics (logs, SIP traces), and collaborate with engineering to reproduce fixes.

You will mentor Tier 2 teams and contribute customer insights to product improvement. The role requires strong English communication, 5+ years in Tier 3 support, and the ability to work outside standard hours.

Qualifications

• 5+ years of customer-facing technical support (Tier 3) or equivalent.
• Deep expertise in SIP, H.323, IP Phones, and SBC.
• Experience with packet capture and SIP trace analysis.
• Familiar with RESTful APIs, OAuth 2.0, webhooks, and rate-limits.
• Ability to analyze network traces and logs to isolate root causes.
• Strong written and verbal English communication.
• Willingness to work outside standard hours including weekends.

Responsabilités

• Own all escalated support cases as the single technical point of contact, driving from intake to full resolution.
• Deliver deep technical troubleshooting using logs and diagnostic tools to resolve complex issues.
• Collaborate with engineering to reproduce, test, and deploy fixes and workarounds.
• Confirm solution effectiveness with customers prior to closure and ensure satisfaction.
• Document case progress with clear updates for visibility and collaboration.
• Lead escalation meetings with technical and executive stakeholders to drive timely resolution.
• Engage in engineering war rooms during major incidents and communicate status updates.
• Share customer feedback to influence product quality and training resources.

Connaissances

VoIP protocols

SIP tracing

Packet capture

REST APIs

Technical writing

English communication

Customer escalation

On-call support

Description du poste

Zoom is seeking a Technical Support Engineer on the Escalation Engineering team in the United States. You will own complex customer cases, perform advanced diagnostics (logs, SIP traces), and collaborate with engineering to reproduce fixes.

You will mentor Tier 2 teams and contribute customer insights to product improvement. The role requires strong English communication, 5+ years in Tier 3 support, and the ability to work outside standard hours.