Technical Support Engineer

What You Can Expect

As a Technical Support Engineer on Zoom’s Escalation Engineering team, you’ll function as the highest level of technical escalation within Zoom Support, owning complex, sensitive, and high-priority customer cases from initial report through full resolution. Working at the intersection of customer advocacy and engineering collaboration, you’ll use advanced diagnostic tools including log analysis, packet captures, and SIP traces to solve issues that few others can. This is a role for someone who thrives on hard technical problems, communicates with equal clarity across engineering and executive audiences, and takes genuine pride in the quality of every customer interaction. Beyond resolving cases, you’ll mentor Tier 2 support teams and contribute customer insights that directly shape Zoom’s product roadmap.

About the Team

The Escalation Engineering team is Zoom’s premier technical support function, responsible for resolving the most technically complex and sensitive support situations across all of Zoom’s products. Reporting to a Technical Support Manager, you’ll collaborate with engineering, product, and global support teams to maintain a consistent, high-quality customer experience. The team covers the full spectrum of challenges, from single-user connectivity issues to Zoom’s most critical, large-scale support events.

Responsibilities

• Own all escalated support cases as the single technical point of contact, driving each from initial intake through full resolution and closure.
• Deliver deep technical troubleshooting using logs, diagnostic tools, industry best practices, and proprietary systems to resolve complex customer issues.
• Partner with engineering teams to reproduce, test, and deploy fixes and workarounds, including hotfixes, debug builds, server updates, and client releases.
• Confirm solution effectiveness with customers prior to case closure, ensuring complete resolution and customer satisfaction.
• Document case progress with clear, comprehensive updates that serve customer visibility, stakeholder insight, and internal collaboration.
• Lead critical escalation meetings, including P0/P1 reviews, and sensitive conversations with technical and executive stakeholders to drive timely resolution.
• Engage in engineering war rooms immediately upon major incident declarations and communicate status updates across the support organization.
• Influence product quality by sharing structured customer feedback, contributing to documentation and training resources, and mentoring Tier 2 support teams.

What We’re Looking For

• 5+ years of customer-facing technical support experience at a Tier 3 level, or equivalent practical experience.
• Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, and SIP trunking, with advanced voice and video quality troubleshooting skills including packet capture and SIP trace analysis.
• Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
• Solid understanding of RESTful APIs, OAuth 2.0 (Server-to-Server and Authorization Code), webhooks, and API rate-limit patterns.
• Ability to analyze network traces, console logs, HAR files, and crash reports to isolate root cause.
• Proven ability to produce clear technical documentation, including RFCs and product guides, and communicate with equal clarity to engineering, product, and customer audiences, with strong written and verbal English skills.
• Availability to work outside standard business hours, including weekends, holidays, and on-call coverage.

Salary Range or On Target Earnings:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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