Service Engineer - Escalations

Zoom•San Jose, CA

1d•Hybrid

About The Position

Zoom is experiencing rapid growth in revenue, innovation, customers, and workforce. Guided by Eric S. Yuan, Glassdoor’s top-rated CEO, Zoom fosters a unique and collaborative culture. Teams across the organization are expanding, and those passionate about delivering happiness are encouraged to join. This role involves collaborating with Support, Product, Platform, Engineering, and Developer Operations teams. Responsibilities include diagnosing issues, testing hypotheses, managing bug tickets, and resolving problems efficiently to support users. The ideal candidate is resourceful, collaborative, and passionate about problem-solving. They should advocate for users, embrace teamwork, and align with Zoom's core values while striving to enhance user satisfaction. About the Team With eight specialized departments, the engineering team functions as a highly collaborative, diverse powerhouse. Each department mission is to deliver seamless and innovative communication solutions. These range from software development and machine learning to quality assurance teams that work to create and maintain Zoom's user-friendly interfaces and robust infrastructure. The team continues to push the boundaries of communication technology, bringing people together regardless of their physical distance.

Requirements

Hold a background in Computer Science, Software Engineering, or a comparable field through formal education or equivalent professional experience.
Possess expertise in Quality of Service (QoS) and Session Initiation Protocol (SIP) for end-to-end call flow troubleshooting in Voice over IP (VoIP) services.
Utilize Wireshark to analyze packets, identify issues, review SIP call traces, and evaluate SIP call flow for troubleshooting tasks.
Demonstrate expertise in programming technologies and languages, utilizing SQL queries to effectively troubleshoot and resolve application issues.
Possess experience with Linux and networking within cloud environments such as AWS or Azure.
Demonstrate proficiency with JIRA or alternative bug tracking software.
Demonstrate exceptional written and verbal communication abilities to contribute effectively to knowledge base articles and root cause analysis documentation.
Collaborate with data science teams to integrate artificial intelligence insights into enhancing service reliability and improving customer experiences.

Responsibilities

Collaborating with cross-functional teams to identify and resolve technical issues in service operations.
Developing and implementing service solutions to address technical challenges and improve system performance within defined operational standards.
Taking full responsibility for customer concerns, including conducting initial troubleshooting, determining the root cause, and implementing effective solutions to resolve issues.
Gathering information and recording product issues with R&D to address customer-impacting problems.
Creating troubleshooting guides or processes for the support knowledge base.
Meeting customer satisfaction and efficiency goals.
Collaborating with various support levels, serving as an escalation resource, and analyzing intricate issues across WEB/Client/Server/Database services and diverse OS environments.
Debugging complex platforms effectively.
Ensuring customer expectations are met or surpassed regarding response quality, response timeliness, and overall customer experience.
Acting as a contact for internal and external customer matters.
Resolving customer concerns promptly and efficiently.