Zoomies help the world connect - and deliver happiness while doing it. We set out to build the best video conferencing product for the enterprise, and today help people communicate better with products like Zoom Phone, Zoom Rooms, Zoom Video Webinars, Zoom Apps, and OnZoom.
We're problem-solvers and self-starters, working at a fast pace to design solutions with our customers and users in mind. Here, you'll work across teams to dig deep into impactful projects that are changing the way people communicate, and enjoy opportunities to advance your career in a diverse, inclusive environment.
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 easily transition between speaking with Engineering, Developers and customers (both technically skilled and novices).
You are smart, resourceful, and a team player excited to solve problems, advocate for users, and amplify ZOOM's core values. Above all, you like to relentlessly pursue user delight!
Monitor and manage service quality - Knowledge on monitoring and management tools Telecom experience and extensive 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.
5+ years of relevant industry experience
BS Degree (or equivalent experience) in Computer Science, Software Engineering, or in a related field.
Knowledge & Experience in API and integration, like MS-Office 365 add-in, Outlook plugin, Slack integrations, Google Extension, Epic/Marketo/Eloqua/Pardot
Working knowledge of programming technologies and languages, SQL queries to troubleshoot applications.
Experience with Linux, networking also in cloud environment (AWS, Azure)
High attention to detail and ability to troubleshoot with limited information and a clear plan of action.
Experience with JIRA, or other bug tracking tools.
Excellent written and verbal communication skills.
Previous Support Engineering / Developer Support experience also a big plus!
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