Senior Software Engineer

Zoom • San Jose, CA

21h • Hybrid

About The Position

The Senior Service Engineer (ZP3) is a highly skilled technical expert responsible for end-to-end ownership of customer issues. You will lead complex troubleshooting, drive critical incident resolution, deliver high-quality RCA's, and contribute directly to product and service improvements. This role requires deep domain expertise, dynamic leadership in escalations, and the ability to streamline support processes to reduce effort and increase resolution speed. The team focuses on problem-solving and designing solutions with customers and users in mind, collaborating across teams to deliver impactful results that ensure product reliability, customer satisfaction, and continuous improvement across the Zoom Platform. The Senior Service Engineer will act as a technical SME, a critical problem owner, and a driver of service excellence within a diverse and inclusive environment.

Requirements

• 6+ years of relevant industry experience in service engineering, support engineering, or technical operations.
• Provide expertise in Microsoft 365, Exchange, Azure AD, and SSO.
• Provide API troubleshooting, platform configuration, and RESTful integrations.
• Have knowledge of at least one programming language (Python, Java, C#, C++, JavaScript, etc.).
• Understanding of SQL queries; knowledge of MySQL, DynamoDB, MongoDB or other relational/NoSQL databases.
• Demonstrate working knowledge of Microsoft Teams, Webex, or other UC solutions.
• Understand Windows, macOS, Linux; iOS/Android familiarity

Responsibilities

• Optimizing video conferencing technologies, SIP/H.323, VoIP, and real-time communication systems.
• Work with network protocols, such as TCP/UDP/IP, HTTP/S, TLS/SSL, SIP/H.323, XMPP, and WebSocket.
• Owning and delivering high-quality, timely RCA's for critical incidents to identify underlying issues and prevent recurrence.
• Conduct deep analysis of logs, metrics, signals, and system diagnostics to uncover root causes.
• Collaborating closely with Engineering, SRE, Product Managers, and Developers to drive product quality and performance enhancements.
• Provide actionable customer insights and feedback to improve workflows, resiliency, and user experience.
• Driving innovation within support workflows to reduce manual effort and improve debugging efficiency.
• Develop automation, utilities, scripts, and tools that accelerate troubleshooting and improve customer experience.
• Facilitating customer debugging calls and guide teams through complex technical investigations.
• Create and share troubleshooting documents, best practices, and internal knowledge resources

Benefits

• 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;
• Contribute to their community in meaningful ways.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees