As an escalation point, you will work closely with the Support, Product, Platform, Engineering, and Technical Operations teams as Tier 2 support engineering to identify problems, hypothesize on root cause, test issues, manage the bugs ticket queue, and whatever is required to resolve issues rapidly and get our users back on track. The role requires that you can transition between speaking with Engineering, Developers and customers (both technically skilled and novices).
Monitor and manage service quality - Knowledge on monitoring and management tools Telecom experience and knowledge of Service provider and voice technologies, IP Telephony and Conferencing solutions.
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
Collect information and document bugs with Engineering for product issues that are impacting customers. Build process or troubleshooting documentation in the support knowledge base. Deliver against customer experience and efficiency targets.
Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues including WEB/Client/Server/Database service, debugging complex different OS environments and platforms.
Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.
Bachelor or Masters Degree in Computer Science, Software Engineering, or a related domain.
Solid knowledge in QOS & SIP End to End call flow troubleshooting of VoIP services which may require coordination with other teams
Debugging packets with Wireshark, SIP call traces, SIP call flow and PBX
Knowledge of IP, HTTP, HTTPS, DNS, TCP, RTP
Knowledge of programming technologies and SQL queries to troubleshoot applications.
Experience with Linux, networking also in cloud environment (AWS, Azure)
Experience with JIRA, or other bug tracking tools.
Experience with Poly/Yealink/Audio-codes/Cisco VoIP devices highly preferred
Experience working with Internet Telephony Service Provider (ITSP), is also a big plus!
Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All your information will be kept confidential according to EEO guidelines.
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