Senior Manager, Support Systems Engineering

Zoom Video Communications; San Jose (CA); On-site; USD 146,000 - 340,000; Full time

Job summary

An established industry player is on the lookout for a Senior Engineering Manager to lead a talented team in enhancing customer support solutions. This pivotal role involves collaborating with stakeholders to optimize processes using advanced technologies and data-driven insights. You will have the opportunity to mentor engineers, drive key performance improvements, and implement innovative solutions that transform customer interactions. Join a dynamic environment that values collaboration and offers flexible working arrangements, allowing you to thrive while making a significant impact on customer satisfaction and operational efficiency.

Benefits

Comprehensive health benefits

Work-life balance initiatives

Community engagement programs

Flexible working options

Qualifications

• 10+ years of industry experience with 4+ years as an engineering manager.
• Extensive knowledge of ServiceNow modules and full-stack development.

Responsibilities

• Lead and mentor engineers developing solutions for Customer Support platforms.
• Drive KPI improvements and optimize support processes using data.

Skills

ServiceNow

Full-stack development

AI solution development

CI/CD

Collaboration skills

Education

BSc in Engineering

BSc in Computer Science

BSc in Management Information Systems

Tools

ServiceNow modules

Microservices

Message queues

Job description

Senior Engineering Manager - Customer Support

Zoom is seeking a Senior Engineering Manager - Customer Support to lead a team developing and supporting solutions for the Customer Support platform. The role involves collaborating with stakeholders to define and optimize support processes using AI, Zoom data, and Zoom Contact Center capabilities. This dynamic position requires hands-on leadership to enhance customer support for both internal and external customers.

About the Team

At Zoom, we help people stay connected and enhance collaboration through products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinar. As dynamic problem-solvers, we design solutions with our customers in mind, working across teams to deliver impactful projects that transform communication. Join us for the opportunity to grow your career in a diverse, inclusive environment.

Responsibilities

1. Leading and mentoring a team of engineers to develop solutions for Customer Support platforms using ServiceNow, Zoom Contact Center, and full-stack development.
2. Hands-on experience with ServiceNow, Contact Center, workflows, AI, and system integrations to streamline support and reduce customer interactions.
3. Driving KPI improvements and process optimization using context-aware data, influencing business leads to enhance support operations.
4. Collaborating with on-shore and off-shore teams, ensuring task prioritization and clear communication with business stakeholders.
5. Leading code reviews, identifying system bottlenecks, and proposing new technologies to improve performance and meet product requirements.
6. Planning release schedules with managers, debugging existing code, and applying design principles for short- and long-term solutions.

What we’re looking for

• Hold a BSc in Engineering, CS, or MIS, with extensive relevant industry experience (10+ years) and at least 4 years as an engineering manager.
• Extensive hands-on knowledge of ServiceNow modules (Incident, Problem, Change Management, SAM, CMDB, Knowledge, Asset lifecycle, Integration Hub, Virtual Agent, AI capabilities).
• Proficiency in full-stack development with knowledge of AI solution development (nice to have) and optimizing support processes based on KPI data.
• Experience with dev/data ops, CI/CD, and building scalable, fault-tolerant architectures to support rapid team growth.
• Proficiency in designing support workflows, microservices, and message queues; experience in team development and career growth management.
• Strong collaboration skills with the ability to build consensus, foster trust, and maintain relationships across all organizational levels.

Salary Range or On Target Earnings:

• Minimum: $146,700
• Maximum: $339,300

In addition to base salary and/or OTE, Zoom considers Total Direct Compensation, including bonus and equity. Starting pay depends on qualifications and experience, and compensation may vary by location.

Additional Information

• Application window: At least 5 days from posting date; anticipated closing date: 04/26/25.
• Ways of Working: Hybrid, Remote, or In-Person options, as indicated.
• Benefits: Comprehensive perks supporting physical, mental, emotional, and financial health, work-life balance, and community engagement.
• About Us: Zoom helps people stay connected with a suite of collaboration tools, fostering growth and innovation in a fast-paced environment.
• Our Commitment: We promote fair hiring and support accommodations for applicants with disabilities.