** Sponsorship is not available for this position **
What you can expect
You will use call log analysis, system tools, vendor portals and other debugging methods to resolve escalated issues. The Porting EE will reproduce and verify issues and test fixes or workarounds. You will directly communicate with customers at both technical and executive/business levels. You will host and attend emergency War Rooms to address high priority service challenges. The Porting EE also manages sensitive and technical ongoing meetings; maintaining concise and positive communications for all issues accurately.
About the Team
Our Porting Support team reports in to the Zoom Phone Porting Manager. The team provides 24x7 deep technical troubleshooting for escalated issues that involve Zoom's most technically complex and/or sensitive support situations. We isolate and identify problems and root causes that directly affect customer usage of Zoom Phone (post-porting).
What we're looking for

• Be bilingual (Spanish and English) is a plus (not required). This role will help with LATAM support.
• Be able to write technical documents that detail technical issues to customers, RFO/RCA, blog posts, etc.)
• Experience with general porting knowledge
• Experience with JIRA and project management
• Experience handling escalated issues and working directly with engineering and product teams
• Assist Zooms' internal teams for cluster migrations and other large numbers movements across multiple regions
• Experience within a technical support or customer facing support role

Salary Range or On Target Earnings:
Minimum:
$86,400.00
Maximum:
$167,600.00
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!
Anticipated Position Close Date:
04/02/24
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.
Information about Zoom's benefits is on our careers page here .
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.
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. Here, you'll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.
Our Commitment
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. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.
We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at [email protected] .
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