What you can expect

Reporting to the Senior Manager of Escalation Engineering. You will join a team committed to resolving the most complex, sensitive, and technical customer issues, ensuring equitable and accessible solutions for all Zoom users.

About the Team

Our Escalation Engineering team is a diverse and inclusive group dedicated to fostering innovation, collaboration, and exceptional customer experiences.

Responsibilities

• Trusted technical advisor for customers, ensuring their voices are heard and their needs are met.

• Collaborate with customers of all backgrounds to validate solutions and close cases effectively.

• Maintain case updates with clear, inclusive language for diverse stakeholders and management.

• Leverage advanced troubleshooting tools and methods, considering diverse user environments and accessibility needs.

• Work with engineering to deliver tailored solutions, including fixes, workarounds, and updates that prioritize equitable outcomes.

• Contributing to a supportive global team environment, ensuring consistent experiences across different time zones and cultures.

• Partner with cross-functional teams to address customer-specific needs, incorporating diverse perspectives.

• Advocate for product improvements based on customer feedback, prioritizing inclusivity and accessibility in design.

• Communicate effectively with customers and vendors across technical and executive levels, fostering an inclusive, respectful dialogue.

• Host and manage meetings with sensitivity and professionalism, focusing on constructive problem-solving.

What we’re looking for

• Excited about customer success and fostering an inclusive team environment. Computer Science, Engineering, or equivalent work experience.

• Experience in customer-facing Tier 2 or Tier 3 Technical Support roles. Experience with Unified Communications tools, including video and telephony products, is ideal.

• Familiarity with diverse platforms (PC, Mac, Android, iOS) and accessibility standards.

• Proven ability to troubleshoot complex technical issues, considering diverse user scenarios.

• English communication skills; additional languages highly valued.

• Empathetic and good under pressure, maintaining professionalism during critical events.

• Skilled at creating clear and inclusive technical documentation for diverse audiences. Knowledge of networking, IT administration, and security practices. Industry certifications (e.g., CCNA, AWS, Azure) are good to have but not mandatory.

• Commitment to continuous learning, including staying current on industry trends, tools, and best practices.

• Willingness to support customers outside standard business hours, fostering flexibility and equity.

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. 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 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.