Service Engineer - Escalations
Company: Zoom
Location: San Jose
Posted on: April 3, 2026
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Job Description:
Service Engineer - Escalations What you can expect 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. 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. What we’re looking for 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. Salary Range or On Target Earnings: Minimum:
$87,600.00 Maximum: $186,000.00 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! Anticipated Position Close Date:
04/07/26 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.
Keywords: Zoom, Concord , Service Engineer - Escalations, IT / Software / Systems , San Jose, California
