What you can expect

As a Tier 4 service engineer, you will work closely with multiple teams to troubleshoot complex issues and identify root causes. You will take ownership of problems end-to-end, ensuring quick resolution and keeping users on track. You will also communicate effectively with engineers, developers, and technical support teams at all levels.

About the team

Zoom is growing at an explosive pace by every measure - revenues, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture makes Zoom an awesome place to work. We are expanding teams across the organization. If you are motivated by delivering happiness, come join us!

Responsibilities

• Monitoring and managing service quality using monitoring and management tools; maintain knowledge of service provider, voice technologies, IP telephony, and conferencing solutions.

• Taking end-to-end ownership of customer issues, including troubleshooting, identifying root causes, and resolving incidents.

• Collecting information and document bugs with Engineering for product issues impacting customers.

• Creating process and troubleshooting documentation in the support knowledge base to improve efficiency and customer experience.

• Collaborating across multiple tiers of support, acting as an escalation point for complex issues including web, client, server, database services, and debugging across OS environments.

• Assessing and prioritizing customer cases to ensure timely response and resolution according to service standards and best practices.

• Exceeding customer expectations by delivering high-quality, timely responses and acting as a reliable point of contact internally and externally.

• Participating in on-call rotation to provide continuous service support.

What we’re looking for

• Demonstrate proficiency in at least one programming language (Java, C/C++, C#, .NET, Python, JavaScript, HTML).

• Use relational databases (MySQL) and write efficient SQL queries.

• Familiarity with commonly used integrations such as Microsoft Outlook, Google Calendar, Salesforce, Marketo, and etc

• Operate across popular OS platforms (Windows, Mac, Linux); knowledge of mobile platforms (iOS, Android)

• Apply knowledge of security frameworks (JWT, OAuth2, SAML) and network protocols (TCP/UDP/IP, SIP, HTTP/HTTPS, SSL/TLS, XMPP).

• Develop and troubleshoot APIs, including installation, configuration, and platform operations.

• Lead root cause analysis and track defect resolution to completion, with attention to detail and the ability to troubleshoot with limited information.

• Design utilities or automation tools and apply software testing principles to improve processes.

• Coordinate with offshore teams to ensure solution delivery.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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!

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.